Hi all

I am looking to provide our shop staff with some basic customer service refresher training.

We are a betting shop company that is trying to achieve higher standards of customer care.

The main objective is to provide a welcoming atmosphere into the shops, encourage our staff to develop better relationships with existing customers and ensure that staff recognise signs that customers need assistance.

Can anybody recommend any training providers that may be able to help. Or direct me to some useful material?

Many thanks

The National Seminars Group has wonderful customer service seminars. Their website is http://www.nationalseminarstraining.com. No, I do not work for them but have used them in the past and have had success with their programs.

Hi CutlerMatt

I have been fortunate to have worked heavily in the retail sector and had to develop and conduct training for various staff levels / roles.

Colleagues of mine have also used Mary Gober.

Drop me a line if you feel I can help.

Kind Regards

Bukola
providing quality service without compromise
bukola@btinternet.com

Hi Bukola,

I am designing a program on customer service excellence to be delivered as a workshop. I was wondering if we could exchange notes as in share knowledge with each other. Please let me know if you are interested.

Regards,
HBR

Hi HBR

Definitely happy to excahnge notes - not a problem at all. Where / How do you want to start.

I guess we can discuss who your audience will be, what you hope to achieve from the workshop and a high level of what you want to cover etc. Drop me a line or so. It would be nice if we get to develop something together that we maybe some of the outputs with this forum. Thats why I like these communities!!

Qu - Where are you based?

I look forward to hearing from you

Kind Regards

Bukola
providing quality service without compromise
bukola@btinternet.com

Great Bukola,

It's a public workshop that I am conducting next month. I am based in Karachi, Pakistan. Although we dont have all of the nominations as yet, but based on my past experience I am expecting mostly young customer service reps, sales officers and junior managers from service/sales departments. They will be from different industry backgrounds.

The workshop theme revoves around the concept of getting your customers to say 'WOW' at every interaction. Now I was hoping if you have any material on the subject or examples from different industries that you could share with me. There are other topics that I have already done some work on such as 'Service Mindset' - 'Rise above the Rising Expectation' - 'Loving Complaints' - 'Dealing with Upset Customers' - 'Fighting the Burnout.' I am more than willing to share my ideas on these subjects if you like.

Please let me know if it works out.

Regards
HBR

Hi HBR

The topics sound interesting. I have to admit - I am a little curious as to why you have chosen to do a public course. Or do you also do corporate. Who will pay for the course?

Any in terms of topics, I would cover the following:

What is customer service - people think they know what this is - but actually you can somethimes be surpised

Delivering Great Customer Service

Understanding your customer

finding the Good in Complaints

Dealing with Difficult customers

Customer service on the telephone - there is a good book on this by Krisin Anderson

There are thousands of other topics your could cover - but how long is the workshops and what do you want to achieve. I mean - why are you putting it on in the first place?

The one thing I would also advise that you find out from your participants would be - what is the service cultures of the companies that your participants work in. It would seem a shame that they all attend a course ( that they may pay for out of thier own pockets) and not be able to put some of the good tools that they receive into practice

If you need to to review anything you have my email address. I have some documents that my be of use - which I am happy to share with you.

I look forward to hearing from you

Kind Regards

Bukola
providing quality service without compromise
bukola@btinternet.com

Hi,

I think there is a little misunderstanding here. By 'public' workshop I meant to refer to a program that is offered to all companies at large as opposed to a customized on-site training for one particular client. So 'public' workshop is still for the corporate sector only but any and all companies can send nominations.

I agree with you that hearing from the participants about their service cultures would be mutually beneficial but the problem is that some companies dont send their nominations until the last couple of days and at times I dont even get the final list of participants until the day before the program. So I have to work with that.

Yea that's a good range of topics. What I aim to achieve from this program is to get all of the participants to think about ways and means to create an extraordinary service experience for their customers. If they directly handle the customers then it would mean using the right language expressions to leave a positive impression on the customer. If they are service managers then they could make certain changes in the way they handle customer complaints to delight customers.

Now I will share with you some material I have compiled and maybe you could make suggestions and comments to help me make it more valuable for the participants.

thanks
HBR

Hi HBR

Thanks for the clarification on the 'public workshops'

I would be happy to review your material and hopefully add some value. Let me know your email address so that I can look out for it

I look forward to hearing from you

Kind Regards

Bukola
providing quality service without compromise
bukola@btinternet.com