Capital Equipment Consulting Ltd
Interlocked Training Workshops
The Customer Care Workshop aims to make participants discover for themselves why customer care is becoming more important, why it is the personal aspects of service that is often more memorable than the material aspects such as delivery time etc. and why it is not just the external customer that is important: internal customers are critical too.
The workshop then aims to get the participants to agree on the most important areas they should try and improve and to make a first shot at developing an improvement plan. Finally the workshop looks at how to improve communication with both external and internal customers.
The workshop uses two training films together with a combination of, group exercises, group brainstorming on the results supplemented by a minimum level of “best practice” from the literature and other companies.
Participants are left with check lists for face to face communication, dealing with angry customers, telephone communications and communicating by E-Mail.
A report is prepared highlighting the main areas identified for improvement together with the participants suggestions for an action plan.
Development Tools
- Employee survey
- Customer survey
