Bcs part1 master 3a

Editor's Notes

• #2: 9.302 mins Welcome to Brilliant Customer Service! Introduce yourself. Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers. Check that everyone has the workbook and mention that they’ll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.
• #5: 9.385 mins At your discretion how you handle this. Depending on the size of the group, you may not have time to do a “creeping death”, so you could: ask them to talk through these points with the person they’re sitting next to OR do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day
• #6: 9.385 mins At your discretion how you handle this. Depending on the size of the group, you may not have time to do a “creeping death”, so you could: ask them to talk through these points with the person they’re sitting next to OR do a random process either using a Koosh ball if you have one or month of birth until you have covered the whole group (go first to set the standard for how long they should take each) OR ask each of the group just one of these questions and then ask whether anyone has anything specific they want to get from the day
• #7: 9.331 min(Workbook page 5) The programme has these two aims. The emphasis today will be mainly on helping you improve your skill levels. At the same time, we’ll come up with some action plan ideas for you to help improve service standards over the coming weeks.
• #11: 9.371 min But before we go any further, some housekeeping points.
• #12: 9.371 min But before we go any further, some housekeeping points.
• #13: 9.371 min But before we go any further, some housekeeping points.
• #14: 10.102 mins(Workbook page 10) Sometimes there’s a danger that staff who don’t have direct customer contact themselves don’t recognise the role they play in the customer experience. Move on to next slide for a quick exercise on this. Put the delegates in to small groups. Ask the groups, whose service do you rely on when providing Brilliant Customer Service? And who relies on you? Get them to write their answers down on page 11.
• #15: 10.155 mins(Workbook page 12) Walk through this slide, embellishing with examples as you go. The point to make is that we can all affect the customer experience by doing little things that make a huge difference.
• #18: 10.255 mins(Workbook page 14) This slide ‘reveals’. Explain that even when you cannot solve a problem, as long as you handle the situation correctly, making the customer feel special, you will have maintained your reputation.
• #21: 10.205 mins(Workbook page 13) To deliver Brilliant Customer Service we need to delight customers by exceeding their expectations. It’s not enough to just satisfy expectations, because a competitor promising delight can tempt a customer away.
• #36: 11.4525 mins(Workbook page 21) The impression of an organisation we get is derived mainly from the interaction we have with its representatives. A positive and helpful attitude can overcome the worst examples of supplier error. Working in your allotted groups, identify do’s and don’ts of how to behave with a customer. Use workbook, flipcharts or jumbo post-its.
• #68: 12.228 mins(Workbook pages 23-24) Run through this list as a summary of the whole morning – the Brilliant Customer Service model. Emphasis a couple of points (as shown on page 23): Create ‘moments of truth’… the extra mile is never crowded DELIVER! Nothing impresses like competence Do their best... nobody is ever motivated to do an average job Serve internal customers as well as external customers – customers make pay-days possible Get the group to use page 24 of the workbook to jot down how they can apply these qualities to their own jobs. This might help them when it comes to doing their individual action plans. Explain that in the afternoon we will be putting all this into practice. Now, how’s everyone doing with their Learning Diary (page 45)? Announce a 45-minute break for lunch and show next slide.
• #70: 9.371 min But before we go any further, some housekeeping points.
• #71: 9.302 mins Welcome to Brilliant Customer Service! Introduce yourself. Brief explanation that this programme will help you all to improve your customer service skills, both on the phone and face-to-face, with both internal and external customers. Check that everyone has the workbook and mention that they’ll be using it throughout the day and that it includes extra space for notes at the back as well as throughout the book.