Customer Service Training

Our approach:
Our approach is interactive. Activation use an experienced trainer/facilitator and professional actors to deliver a programme that will achieve your learning objectives. By using forum theatre we engage participants on a level that goes beyond normal training delivery by encouraging participants to interact and discover for themselves new ways of dealing with their customers.

Style of the day:

• Structured, interactive and engaging. 
• A variety of approaches to promote involvement from all staff, as well as the opportunity for staff to share experience and perspectives.
• Various activities will allow for a range of individual contributions from all participants.

Features of the day:
Activities to test and broaden the participants’ understanding of customer care and handling difficult customer situations. We will look at:

• What makes for good and bad communication?
• How do we communicate – content/voice/body language (clarity of message)
• Costs of getting it wrong
• What’s my customer’s experience? - Stepping into their shoes
• Delivery and customer expectations
• Dealing with difficult situations – diplomacy, empathy and support
• Questioning and listening skills
• Exploring personal communication styles in good and conflict interactions.
• Positive communication model.

Actors play out scripted scenarios looking at good and bad practice. Participants engage in hot-seating of characters and forum theatre.
Practical Application. Participants role-play bespoke interactions with actors. 

Outcomes of the day:

• An understanding of what makes for good customer service
• How to handle a difficult customer or situation
• Improved questioning and listening skills
• A raised awareness of the use of empathy and understanding
• Building on shared 'best practice'. A shared learning experience.
• Promoting confidence of individuals/team to implement learning.