Do you have an in-house trades team?
Want to upskill them to deliver customer service excellence but don’t want to take them off the tools to do so?
Are you seeking to collaborate with your contractor to ensure their trades teams are aligned with your mission, vision and values?
Our suite of Customer Service – Making a Difference toolbox talks are designed to be delivered in short, easy to digest sessions.
Providing your trades teams with the knowledge, skills and behaviours to deliver customer service excellence first time, every time.
These toolbox talks are ideal. Delivered in a format that doesn’t impact on workload with relatable content and memorable messaging. “
Created in consultation with customers and employees working on the tools, the program contains 7 modules of learning which explore the skills required to provide customer service excellence in someone’s home. The modules of training include:
- Start with Why. An introduction to the program aligning your organisation’s mission, vision and values with the delegate’s personal values.
- Right first time – making a difference. Considering the meaning behind these phrases and creating a customer service benchmark.
- Building trusting relationships. Identifying the meaning of trust and trust as a foundation of all good relationships. How to build trusting relationships by being BRAVE.
- Leaving your frustrations in the van. Exploring and capturing frustrations. Practicing mindfulness. The impact of the words we use, managing situations and using appropriate language.
- Being aware of your unconscious bias. An overview of unconscious bias; exploring the impact of the judgements we make on the relationships we forge. Maintaining boundaries.
- Dealing with vulnerable customers. Recapping on “who are our customers” reflecting on unconscious bias and the impact of judgement. Identifying vulnerabilities and the impact of those vulnerabilities on behaviours. How to manage those behaviours, incident reporting and protecting the delegate’s own psychological and physical safety.
- Identifying the blockages. Reflecting on the blockages and frustrations raised during previous workshop sessions with “You said, we did” feedback. Completing a customer service skills self assessment and creating personal learning objectives to work on moving forward. What are delegates going to stop, start and continue to do.
Course Delivery Options
- Online self-paced SCORM compliant digital course. For an annual licence fee, this e-learning can be hosted on your LMS or hosted by Big Picture Training.
- Face to face in person, in-house delivery via Train the Trainer methodology on an annual licence.
- Face to face in person delivery by Big Picture Training when purchased as part of a whole organisation Customer Service – Making a Difference roll out.
I found the training to be very easy to follow and informative and hoping it will be offered to all new employees.”
Interested? Why not Contact us to start a conversation