In-House: Delivering Customer Service Remotely

Overview

Delivering excellent customer service, whilst working remotely and during a lockdown is very difficult. With higher demand for public services, now is the time to learn how to deliver customer service whilst working remotely.

At Understanding ModernGov, we understand those challenges and want to help you deliver the best customer service possible.

This Delivering Customer Service Remotely In-House course will give you the opportunity to discuss and learn the most appropriate methods to deliver for your service users’.

By attending this virtual course, your teams will learn what exceptional customer service looks like; overcome the barriers to forming excellent customer relationships whilst working remotely; improve training to deliver remote customer service, and implement a remote working customer service strategy.

Run this Course In-House

Learning Outcomes

Understand what exceptional customer service should consist of
Learn how to ensure all communications are clear and easily understood
Establish how to implement effective training for all customer service staff
Develop an action plan for your organisation that will ensure high levels of customer satisfaction

All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:

0800 542 9414
[email protected]

Agenda

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What Does Exceptional Service Look Like?

Why is good customer service so important in the age of digital?
Benchmark the current level of customer service at your organisation and understand what can be done to improve this
Ensure a positive experience for all service users
Learn how to put a positive outlook on a negative outcome

Creating Effective Customer Relationships whilst Working From Home

Learn how to create effective and engaging customer relationships
Discuss different ways of communicating with various groups of people

Learn how cultural diversity and language can affect the service user’s expectations and explore innovative methods of communication to target this
- - Understand possible barriers to communication with service users who have learning difficulties and how best to engage

Improving Training to Achieve Customer Service Excellence

Learn how to empower employees to deliver specific, personalised customer service
Understand how to instil a culture of customer service excellence in your staff
Take part in role-play exercises to explore how customer service agents should approach situations involving disgruntled and difficult service users
Identify and realise best practice for staff working on the front line who deal directly with customers

Implementing a Remote Working Customer Service Strategy

Why should customer retention be prioritised for public sector organisations?
Monitoring and evaluating customer satisfaction to enable improvement
Is outsourcing a viable option for your organisation?
Evaluating the implications of digital on customer service
Implementing customer feedback into the service culture
Create a practical guide to implementing a customer service culture in your organisation