This half-day customer service training programme gives you a structure for an
emotionally connected, inspiring and trust-building service-user interaction using the GREAT approach to ‘customer care’. It will help you adopt a customer-focused way of communicating that will help you exceed expectations.
This programme works particularly well as a follow-up to the half-day ‘Delivering GREAT customer service’ programme. Run the programmes separately or make a day of it – the choice is yours.
Learning objectives
- Know what your customers value most
- Greeting everyone you help with warmth, building trust and rapport from the beginning when you communicate
- Recognise what a customer really needs from you through asking empathetic questions and listening to understand deeply and skilfully
- Attune to the service user’s preferences so that you can truly connect and empathise
- Use advanced communication techniques to help you adapt your communication styles to meet the needs of diverse customers
- Have a personal action plan of commitment
Session outline
1. The 60-second challenge
- What engages you when you are a customer?
- The emotional bank account
- Completing an actions checklist for responding to needs in a customer centric way
2. The diversity of the communication mix and your impact
- Modelling effective behaviours and building a service-user focused relationship
3. Skills and tools to make the experience GREAT
- Greet – ‘I’m here for you’
- Recognise needs – Recognising what the service user really needs: ‘I will help you.’
- Empathise – Displaying genuine empathy and attuning to the service user: ‘I understand you’.
- Act – Acting with positivity and accountability: ‘This is what I’ll do…’ – our language and mindset
- Thank – Thanking with sincerity and ending on a high: ‘I’m happy I could help you today’
