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Customer Service and Communication
1 day
| Target group: | All Monash staff who directly provide customer service or who manage a team who provides customer service. |
| Group size: | Minimum 12 to Maximum 30 |
| Level 1 program: | All Monash staff |
| Schedule: |
| Date: | To be advised |
| Time: | To be advised |
| Venue: | To be advised |
| Apply by: | To be advised |
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| Cost: |
To be advised
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| Catering: | Morning and afternoon tea will be provided. |
| To apply: | Register your interest |
Overview
The workshop looks at factors that hinder good service, the Unwritten Ground Rules (UGRs), the Service Value Chain model and identify strategies/actions to improve customer service. Whilst examining the communication process, the causes of miscommunication and provides opportunity to develop skills to have the challenging or difficult conversation.
Intended Outcomes
Participants will be able to:
- identify service factors, unwritten ground rules and breakages in the Value Chain at a local level
- identify and develop actions to improve service
- commence development of an action plan
- identify why communication breaks down
- apply a seven step model to develop engagement when the conversation is difficult or challenging
Course Content
- What hinders good service
- Unwritten ground rules
- Organisational elements model
- Service value chain
- The gaps model in service quality
- Communication process model
- The difficult conversation
Learning Approach
A variety of training methods are incorporated in the workshops including:
- skills practice
- discussion
- Case study
- Group work
Handouts
A comprehensive course notes will be provided.
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