Customer Care Workshop
CentreStage has a proven track record in delivering truly effective customer care development, using drama-based techniques to explore in depth what great customer care really looks like and how behaviours can make all the difference. Our one-day and half-day interactive customer care workshops combine live acted scenes performed by professional actors, plenary discussions, interactive exercises, theory input and forum theatre, making them extremely practical, memorable and fun.
Course content includes
Customer Care
- What do customers want?
- Causes of bad service
- How do you delight your customers?
- The first minute
- Creating the right image
Communication Skills
- Communication theory
- Questioning skills
- Active listening
- The power of body language
- Dealing with ‘difficult’ customer situations
- DESC Scripting
Internal Customer Care
- What is an internal customer?
- Why is it important?
- Benefits to external customers
Managing Stress
- Where does stress come from?
- The effects of stress
- Dealing with stress
- Relaxation techniques
Action Planning
- Where do we go from here?
- Personal action plan
At the end of one day you will be able to describe what customer care is and why it is essential to your business. You will be able to demonstrate a high level of listening and questioning skills and an ability to solve problems, deal with complaints, and handle aggression in a calm, positive way.
- Diversity Awareness Workshop
- Customer Care Workshop
- Presentation Skills Workshop
- The Media Challenge
"How do you get approximately 800 hardened frontline utility industry operatives engaged in customer satisfaction? We've discovered you need to augment your annual customer improvement programmes with CentreStage. For the past four years we have worked with CentreStage to develop a bespoke customer training session for all our staff.
Keeping the messages fresh each year, as well as relevant to our target audience, is where CentreStage really excel; they have delivered quite poignant enactments of some of our worst customer moments, through to a full-blown comedy farce utilising a 'customer' version of a popular family TV quiz show. The energy, enthusiasm and stamina of the CentreStage team never ceases to amaze me; we usually deliver approximately 60 sessions during our safety and customer programme, and the last session is always as committed as the first.
The results speak for themselves. Each year our employees express increased levels of satisfaction with the training they receive, and this has translated into improved customer satisfaction scores; especially in key areas such as 'quality of workmanship', 'skill and professionalism' and 'communication on site'. Everyone wins, and aside from the pleasure of working with such great people, it's a fantastic return on our investment."
John Anderson, Data Services Manager, The North London Gas Alliance