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AGENDA
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Session One
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General Welcome and Introduction
• Icebreaker exercise
• Explanation of workshop aim and objectives
• Hopes and fears exercise
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Session Two
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What is Good Customer Service?
• Tutor input and group discussion to identify who are the internal
and external customers
• Group exercise to explore how and why delegates have contact with
customers
• Group discussion to identify the benefits of good customer service
and the costs of getting it wrong
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Session Three
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The Key Skills in Effective Communication
• A range of group exercises to explore
• active listening
• effective questioning techniques
• non-verbal communication
• feedback skills
• Tutor input and group discussion to identify techniques for improving
existing communication skills
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Session Four
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Problems and Misunderstandings
• Tutor and group discussion to explore problems encountered in face
to face and telephone communication, and to examine how misunderstandings occur
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Session Five
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Preparation for Role Play Exercise
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Session Six
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Using the Telephone Effectively
• Exploring effective telephone techniques for:
• projecting a professional image
• dealing with difficult situations
• taking ownership of calls and fielding / handling appropriately
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Session Seven
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Tutor input and de-brief of group exercise
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