Customers want service that is easy and effortless. But sometimes we have to hand our customers over to a different colleague or department; that’s often where the customer can fall through the cracks and trust is broken. GREAT handovers mean that you hand your customer over in a seamless way, maintaining a trust-building experience.
This workshop will help your people to:
- Describe what makes a handover seamless and what can break trust
- Position the handover positively to the customer, instilling confidence in the journey
- Own the handover, setting up the next colleague for success
Anyone in a customer-facing role who has attended the GREAT customer service workshop.
A highly interactive and practical session, using real scenarios relevant to your people in their role. Your people will learn three key strategies that will help them to seamlessly hand over their customers to a colleague.
Option 1 – Face-to-face
A half-day session for a group of up to 12. The session is approximately 3-hours and each participant will receive a printed take-away summarising the three strategies.
Option 2 – Virtual
A 90-minute session for a group of up to 12. The virtual option is just as interactive and each participant will receive a PDF take-away summarising the three strategies.
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!