The following represents a example format for our customer service workshop:
The training workshops commence with an exercise to remind everyone of the value
of customers to your business. The consultant leads the group through a series of
personalised calculations that lead to an understanding of the life-time value of
The Ideas Generation
The Consultant facilitates a series of managed sessions to raise and gather ideas
from the attendees, on what could be done to improve or develop the customer experience.
At this stage all ideas are gathered without filtering or debate, ready for the
The Consultant leads a debate where all ideas from the previous session are discussed
and a list of potential ideas is generated. Impossible or impractical ideas are
at this stage either modified or discarded, leaving only those that are possible
The Consultant leads an activity to prioritise the ideas by potential benefit and
importance. A voting system creates a prioritised list of the ones most likely to
have the greatest impact on the organisation. The top 10-20 ideas are then taken
through to the next stage. Quick wins are also usually identified at this point.
The top ideas are re-examined again and a brief plan is drawn up indicating how each
idea would be implemented.
The Agreed Actions
The customer service workshop ends with the development of Individual and group action
plans to move each of the ideas forward on return to work.
Customer service workshops can be short but are still a very effective way of capturing
ideas that will improve the customer experience. We recommend a minimum of 3 hours
and a maximum of around 6 hours. If you have a number of customer service staff that
you would like to be involved in the customer service workshop it is quite possible
for our consultant to run 2 workshops on the same day, maximising impact and minimising
If time or budgets are tight but you still want to look for some good ways of improving
your customer service experience, then a customer service workshop is a great alternative
to our more traditional customer service training courses. You might also like to
look at our customer service coaching options. Using a shared group learning approach
our consultant will work with staff to highlight ways in which customer service can
be improved. It is a learning event sooner than a training course, as it is about
airing and gathering ideas for customer service improvement, from your staff.