Customer Service

Who Should Attend?

Customer Service program is ideal for anyone in the office, factory or supply chain who needs to understand customer service.

Good customer service involves solving problems, offering solutions, being polite and providing a pleasant experience. Therefore providing good customer service requires people to be empathetic, sincere and understanding.

Course Summary

Customer orientation; realising and believing that business success depend on investing time and effort into understanding and satisfying customers needs, demonstrating a genuine interest in customers.

Customer service activities promote participants to ‘feel’ and ‘see’ the impact of their behaviour, both positive and negative, on colleagues and customers leading them to improve their customer service skills. Each activity involves an engaging task and a thought provoking review process.

Customer Service Course Outline

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1-Day Course from 9am to 5pm

1. Short Thread or Hold Everything or Rectangles or Boxed In (30 minutes)

  1. Short Thread: Teams compete against each other to complete a task that requires care in both its planning and execution.
  2. Hold Everything: Teams to build s structure that is ‘fit for purpose’. Teams have to think through the options before deciding what to do, whatever they decide what to do they need to work efficiently and effectively.
  3. Rectangles: Teams have to create high value structures. Although the criteria for valuation are simple participants can interpret and ‘stretch’ the criteria. What is acceptable and what is cheating?
  4. Boxed In: Teams compete to make a functional object that can take almost any form. Team members need to challenge assumption and norms, then work to appropriate quality standards.

2. Tightly Packed  or Enclosed or Group Necklace or Wheel Barrow (30 minutes)

  1. Tightly Packed: Teams arrange their components so that they can cover the minimum surface area.Successful team will spent time understanding the task, looking for creative solutions and revising the ideas.
  2. Enclosed: For teams to perform well they have to invest time in understanding the task and evaluating options.  There are two activity briefs, one being more significantly challenging than the other.
  3. Group Necklace: Teams compete against each other to complete a task. It appears to be simple but teams that dive-in find out that planning and attention to details pays dividends.
  4. Wheel Barrow: This is am energizing and fun activity during which competing teams have to build and use simple wheelbarrows, but will they fit for purpose.

3. Delivered on Time  or Build to Design or Money Matter (50 minutes)

  1. Delivered on Time: Competing teams have to build a model and use to complete a task.
  2. Build to Design:  Teams design and build symmetrical tray.All team members must understanding and implement the decision that the team has made and respond to any deviations from the plans.
  3. Money Matter: Teams set up and run businesses that make money by producing square, rectangular, trapezoid, and triangular holes. They have to keep track finances and produce a financial statement.

4. Artifacts or Container Freight (60 minutes)

  1. Artifacts: Competing teams have to establish customer needs by questioning the customer, and find ways to meet these needs and make sales presentations.
  2. Container Freight: The cost of shipping goods is dependent on the way they are assembled and the size of the container. Teams have to consider their options, create the structures and calculate the costs.

5. Getting Ahead or Disc Transporter (60 minutes)

  1. Getting Ahead: Each team has a  similar store of raw materials, but different product ranges and therefore differing needs for raw materials.  Participants have to work out the relative profitability of their products, trade raw materials with other teams.
  2. Disc Transporter: Teams have to establish customer needs by questioning the customer to find a way to meet these needs profitably and to make a successful sales pitch using a model to back up the proposal.

6. Promises Promises (4 hours)

Each team has different constraints,promises become daunting. As pressure mounts, the need to focus on the key issues (meeting customer’s needs and managing human resources is critical.

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