That’s not Customer Service!
Traditional customer service training focuses on powerpoint presentations and perhaps a few clips from a training DVD. That’s not Customer Service! provides a ½ day experience where participants feel what it’s like when customer service is poor.
They become part of a simulation and all they have to do is to be themselves. Professional actors guide the experience and then the facilitator draws from the group the learning outcomes. These are:
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Customers have expectations of our company and we must manage those very carefully |
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Understanding customer needs underpins fantastic customer service |
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Our advertising makes explicit and implicit promises which customers expect to be delivered |
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Our company reputation depends on employees being able to build trusting relationships with our customers and with each other too. |
The workshop includes the trust models developed by Vanessa Hall from entente.
Working together – without the conflict!
A 1 day team experience, designed to assist team members and their manager to build trusting relationships at work.
The day begins with a simulation which shows the group the types of behaviour they tend to use when they are interacting together. The group then explores:
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Their expectations and team needs |
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How to work together effectively and minimise conflict. |
The workshop includes the trust models developed by Vanessa Hall from entente.
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Leadership:
What’s Trust got to do with it?
This 1 day workshop explores what happens in an organisation when the leader does not trust others and is also perceived as untrustworthy.
Included in the program is the DVD entitled Leadership: What’s Trust got to do with it?
It shows that it is essential for organisations to have employee involvement, high trust levels and engaged employees although this can only be achieved with a leader who instills trust. The DVD explores the elements of:
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Trust being the foundation of leadership. |
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Behaviour which can either build trust or destroy it. |
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Being open and honest - Let people know what's going on. Don't hide bad news. |
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Having credibility - Do what you say you're going to do. Be true to your word. |
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Being humble - Ask for help when you need it. Admit you don't know everything. |
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Be competent - Know your job. Do it in a way that sets the standard for everyone. |
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Be generous - Give praise and credit to the people who deserve it. |
The workshop includes the trust models developed by Vanessa Hall from entente.
To find out more about how you and your team can benefit from our programs, contact us. |
