Customer service profile: your professional development
“Act as if what you do makes a difference. It does.” William James
This innovative workshop will review individuals’ personal effectiveness in the delivery of customer service excellence using our uniquely designed Customer Service Professional Development Questionnaire (CSPDQ).
The CSPDQ has been designed based on the customer service delivery experiences of more than 5,000 participants.
This highly interactive workshop will explore key issues impacting on customer service excellence. Participants will be asked to complete a self-analysis questionnaire. If you opt for feedback from others – for example, from customers and colleagues – those people will be required to complete and return a confidential ‘others’ questionnaire to us a week before the event.
Participants will explore and learn:
- What do customers consider as ‘customer service excellence’ – are the goalposts moving?
- The competences (knowledge, skills, attitudes) needed in the delivery of customer service excellence
- How your emotional intelligence impacts on customer service interactions
- Their own self-analysis customer service profile based on five key competency areas: team working, building rapport, assertiveness, conversation control and personal energy
- Their personal development action plan based on the CSPDQ.
Who should attend?
All leaders, supervisors and frontline staff who would like to constructively review their personal effectiveness in the delivery of customer service excellence in order to develop an action plan of continuous improvement.
HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package please contact us by emailing training@hqnetwork.co.uk
