Consistency of service is one of the most crucial aspects to providing exceptional
service to customers and service users. This workshop will equip you with the skills and approaches needed to provide consistent, high-quality interactions with
customers, fostering trust, satisfaction, and a positive image for the organisation.
Learning objectives
- Explore your current channels in use and the challenges and opportunities
- Gain skills to provide consistency of service quality in face-to-face, telephone and digital interactions
- Have tools and techniques to examine failures/faults in services and systems
- Find solutions and approaches that enhance efficiency and maintain a customer focused approach
- Have an action plan
Expert trainer
Amanda is a consultant, facilitator and coach with an in-depth understanding of organisational, team and personal change in the public service and VCSE sectors.
Session outline
1. Introduction
2. Using customer feedback
- What is your customer’s perspective about your service?
- Looking at current customer feedback on service quality
- Identifying and summarising the key issues together to conclude ‘where are we now’ (in plenary)
3. Sunshine and rain clouds
- A short and energised interactive whole group activity: having a clear understanding of the opportunities and challenges presented
4. What do the standards say?
- Checking the organisation’s customer commitments, quality standards and other relevant measures that impact on improvements
5. Improvements that will make a difference
- Leveraging opportunities and solving the challenges identified using a tool of the group’s choice (e.g. SWOT, PESTLE, SFP, FREE FORM DRAWING, FORCE FIELD ANALYSIS) / producing our BEHAGs
- Small group activity
- Presenting your findings to each other; drawing conclusions in plenary
