Increasingly customers expect better customer service and if you fail to meet their expectations one of your competitors will step in at the first opportunity. Providing a high level of customer service to internal and external customers is a key differentiator and will create a strong competitive advantage for your organisation. Providing effective customer service training / customer focus training is an important step in achieving this goal.
Traditional customer focus / customer service training courses are expensive to run; take your employees away from the workplace and involve an administrative burden.
Using an effective customer focus e-learning or blended programme is easily the most cost efficient method for rolling out customer focus training; employees don’t have to take time away from the workplace to attend a customer focus course; instead they can learn at a time and place to suit themselves.
DeltaNet has developed a blended customer focus training programme will help you do this and is structured as follows:
Three customer focus e-learning modules provide 90 minutes of high quality media rich learning:
Covering internal and external customers, the what is customer focus e-learning module helps employees to understand why customer service training is important to them as an individual and to their organisation and allows them to understand what your organisations principles and strategies are towards delivering high quality customer service.
As they study the effective communication e-learning module the learner will be taken through a journey of video and picture scenarios and highly interactive tasks helping them to identify why the first impression is so important. The effective communication e-learning module concentrates on areas such as active and passive listening skills, voice and body language, assertive, aggressive and passive behaviours and how to go that extra mile for your customers to deliver high levels of customer service.
The final e-learning module is responding to customer needs. All of the knowledge from the previous modules combines in this highly interactive and media rich module with the introduction of further skills such as the questioning funnel, respecting diversity and understanding accessibility, understanding how rapport can be built and what benefit this can have to customers and how to use all the skills to truly understand what your customer needs and wants are and what services you can offer to improve the customer experience.
After completing the customer focus e-learning modules the learner undertakes an online skills diagnostics tool. After answering a set of scenario based questions the results are analysed and feedback is provided to the learner and to the course tutor (optional) on further development that will allow the employee to improve their customer service delivery skills.
Finally the learner (optionally) attends a highly interactive and engaging half day customer focus course. This is designed to build on the customer focus e-learning modules and take the learners knowledge and experience to the next level. We start the workshop by drawing up a list of learning objectives for each individual based on the feedback from the skills diagnostic tool and then we cover the same e-learning objectives in more detail using video scenarios, personal experiences and trainer lead tasks to initiate many group discussions and role plays.
Please click on the links to find out more.
The customer focus e-learning course is available as a generic course as part of our low cost annual subscription or can be fully customised to meet your specific requirements including branding, overall look and feel, (local language and terminology, video, graphics or voiceovers) and policy, process and procedural changes to ensure each course meets your specific needs.
DeltaNet makes every effort to ensure the content of all Business Essentials course is fit for purpose. However, we know that every organisation has different needs. It is, therefore, up to each individual organisation to verify that the content is suitable for their needs. We will provide guest access to enable you to check this before you commit to purchase.
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