Essentials of Customer Interactions Workshop Training

The outline of the session is:

• MINDSET - Breaking down ‘Why Customer Service’ – Understanding Human interactions the opportunity to create a service or disservice
• PERCEPTION - Customer back story – activity to open up their mindset to the customer’s journey
• PERSONAL TRIGGER POINTS - Recognising trigger points and how these may differ from others
• UNDERSTANDING CONFLICT - What happens to me – what happens to them – Steve Peters chimp paradox theory
• EFFECTIVE COMMUNICATION - Improve awareness of communication style Tone/ Body language / words
• NEXT STEPS - When and how to get support/help – work with internal team to understand this and meet expectations

Host or Publisher Surrey County Council