Customer Service Cards™ | Customer Service Training Activity

• The importance of a consistent service, every day, every customer
• Fulfil your organisation’s mission statement
• Use appropriate communication styles
• Deal with "problems" immediately and never argue
• Put themselves in the customer’s shoes
• Exceed customer expectations wherever possible
• Know your best customers
• Appreciate the value of 'internal' customers

Establishes fundamental customer service principles applicable to all organisations.

Whether your customers are buyers, clients, patients or other service users they are fundamental to the success of your organisation. It pays to go that extra mile to deliver a service they applaud and of which you can be justifiably proud.

This simple-to-use pack asks questions of your own performance, looks at your organisation’s approach to customers and guarantees lots of worthwhile discussion around a range of customer service issues. Work through the set of 30 cards discussing the issues and reaching conclusions. You’ll clear up misconceptions about customer service, face actual examples of customer service in action, evaluate your own skills, test your knowledge about your organisation’s policies and procedures, and develop basic ground rules. Do you know your top customers or clients? How do you treat 'internal' customers?

Finally Action Plans form the vehicle for taking easy-to-implement lessons back to work to boost your confidence, motivate you - and win customers.

1. Divide participants into teams.
2. Issue each team with a set of the 30 unique cards.
3. Observe teams at work.
4. Issue Action Plans for completion.
5. Lead a Debrief on the key learning points.

Full guidance supplied in the Trainer’s Notes.

• Trainer’s Notes
• Handout 1 - Key Points
• Handout 2 - Short Term Action Plan
• Handout 3 - Long Term Action Plan
• Four Sets of 30 Cards

This activity is for face-to-face classroom use. It is supplied as a hard copy pack and the digital files are supplied via the Northgate Trainerhub.

This Northgate Training activity comes with a five-year licence for repeat use with up to 24 participants at a time, for use by Trainers based at one licence-holding site.

All Trainers physically based at the same office location can access the Northgate resources during the five-year term, including the digital resources supplied on the Trainerhub via your own site-specific Trainer Dashboard. If you have Trainers based at other locations, and/or remote workers, who would like to access and use the Northgate resources, we can advise further depending on your requirements.

For further information on our licence terms please view the Northgate Licence Agreement.