Differentiated customer service

Delivering to different customer service standards and expectations

Using technologies

Differentiated customer service – delivering to different customer service standards and expectations

The customer service environment is constantly shifting. As technology evolves, customer expectations grow. But that can be a problem if your internal processes or service standards don’t keep pace. Especially for those many organisations who, for a variety of reasons (eg, legacy v new customers, perhaps on different platforms), provide different levels of service to different clients.

This programme addresses the changing environment of customer services and reviews the challenges faced when dealing with both legacy and new technology operations. Uncovering the range of customer expectations and reviewing how experiences create or destroy reputations, enables participants to adopt an agile way of dealing with the diversity of demand.

Making the right choices and decisions requires an up-to-date understanding and appreciation of the demands of a diverse and broad demographic of customers with different needs and expectations. This programme aims to update and upskill the thinking and strategies needed for providing high quality customer service solutions in today’s rapidly changing customer service environment.

Full details below or download workshop outline.

Workshop objectives
This workshop will help participants:

  • Appreciate the demographics served by their organisation
  • Explore the range of expectations we have as customers regarding what customer service means
  • Recognise the different skills required to deal with different expectations
  • Identify the correct form of response to meet the needs and expectations
  • Use customer experiences and feedback to inform our choices and decisions
Who should attend?
This one-day programme is designed for leaders and managers in customer service roles.

Format
A very practical, interactive one-day session for a maximum group size of 12. There are lots of different activities throughout the day – group exercises, ‘table-top’ activities, critiquing of real-life calls / video clips, quizzes, practice activities and scenarios – as well as a number of formal inputs from the trainer.

The style is very facilitative and learner-centred, taking into account the needs and preferences of the group on the day whilst at the same time delivering the programme as agreed with the client in order to meet the specified learning objectives.

Special features
The majority of the training we deliver is either tailored or completely bespoke. This workshop can therefore be delivered entirely as advertised, or it can be tailored to your particular requirements, or we can simply take it as a starting point for a conversation with you before we draft a completely bespoke programme for you – the choice is yours. As a rule, there is no additional charge for this service.

Expert trainer
Jocelyn is a highly experienced and very popular management, personal effectiveness and customer service trainer / coach / consultant. After fifteen years as a training manager within blue-chip organisations such as Motorola and Thorn EMI, she established her own consultancy in 1998. A passionate advocate of training for a reason, Jocelyn has a practical approach to training which focuses on giving participants and organisations relevant knowledge and skills improvement which is immediately transferable to the workplace.

A published author of training materials (including Contact Centre Management), her many clients cover an impressive range of sectors, including manufacturing, telecoms, retail, film and music, local authorities and universities. Equally impressive is their appreciation of her work, as the following comments show:

‘I would like to take the opportunity to thank you for the recent telephone training course that you prepared and tutored for my Customer Services Department. The content was well received, and accurately reflected the day to day issues that occur on a busy desk. I have since reorganised the department to take advantage of the new professionalism… and it has made a big difference. Given the success of the proactive telephone selling course you prepared and ran for me a few years ago … I just knew it would be a success.’ – Philips

‘This was clearly an excellent course. It really brought the best out of the managers. You’ve given them a foundation for the rest of their working lives.’ – PPL

‘I would like to take the opportunity of thanking you for the way you worked with us to make a great success of the induction programme for the Centre. It was a pleasure working with you in partnership.’ – One 2 One

Workshop outline

1 The evolving world of service

  • Understanding the different customer service models
  • The personal service model
  • The online self-service world
  • The instant answers model

2 Understanding demographics and their service needs

  • Knowing who you serve – and their expectations
  • Data and analytics – how do we use them?
  • Diverse customer profiles – case studies
  • Resourcing for a blended service model

3 The differing requirements of different customer types

  • Provisioning resources based on customer types
  • Cost v benefit v risk decisions
  • Withdrawn services and their impact
  • Transitioning seamlessly

4 Communication channels – how to use them to exceed expectations

  • Using the right tools for different types of transaction
  • Getting the best from a ‘knowledge base’
  • Achieving consistency across platforms
  • The ‘personal touch’ and its relevance

5 Measuring success

  • Data and its uses and abuses
  • Measuring what you should, rather than what you can
  • Taking a ‘balanced scorecard’ to customer service measurement
  • Capturing feedback
  • Evaluating the ‘bottom-line’ return on investment of effective customer service

6 Pulling it all together

  • Quality auditing – current status
  • Setting intelligent goals and targets
  • Personal learning summary and action plans


Any questions? Please just give us a call on 01582 714285 – we’re here to help!