West Cheshire College Giving You the Edge
Programme Objectives <ul><li>Develop awareness of who our customers are and their unique expectations </li></ul><ul><li>De...
Mystery Shopper Quote <ul><li>“ It took three transfers to get through to the correct department – then the end respondent...
Mystery Shopper Quote <ul><li>“ I never received the call back I was promised” </li></ul><ul><li>“ I tried all 3 sites – a...
<ul><li>What does good customer service mean to you? </li></ul>
Module 1:  The West Cheshire College Customer
What should differentiate us as a college? <ul><li>1.  What is special about this college? </li></ul><ul><li>2.  Why would...
Our Vision:  Access to Opportunity
Our Aims: <ul><li>Be a leader in vocational learning offering a unique, high quality experience to learners </li></ul><ul>...
Our Successes:
 
 
 
 
A Customer - Centric Culture creates the  Pathway for living  out our Values!
WCC Values <ul><li>Listen to the learner voice </li></ul><ul><li>Value employer contribution to the development, delivery ...
Our Customer Service Statements Making Access a Reality   <ul><li>First; Make A Great Impression! </li></ul><ul><li>Presen...
West Cheshire College <ul><li>MINI ORIENTATION </li></ul><ul><li>History: Where did we come from? </li></ul><ul><li>Curric...
  Who are our customers at West Cheshire College? <ul><li>Are we really in the Customer Service business? </li></ul><ul><l...
Who are your internal customers? <ul><li>If I were to stop doing my job for two weeks, who would complain?  </li></ul><ul>...
<ul><li>Are Internal Customers expectations different? </li></ul><ul><li>Should they be? </li></ul>Internal Customers
The Chain of Service  <ul><li>Everyone supports the person who serves the customer </li></ul><ul><li>Managers serve employ...
DON’T BREAK THE CHAIN!
Internal Customer Service   <ul><li>4 GOLDEN RULES  </li></ul><ul><li>Begin with your own perspective </li></ul><ul><li>Vi...
COMING SOON – MODULE 2 <ul><li>Objectives: </li></ul><ul><li>Attitude – gaining an awareness of how your attitude influenc...
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The Edge Customer Services Module 1

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Module 1 workshop setting out the fundamentals of organisational approach to customer care, including internal customers.

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  • Music on entrance – Kaiser Chiefs “ I Predict a Riot”. Introduce myself – each other Background to the programme Prop – The Edge Lager – make a joke, we don’t predict a riot as we know that the managers are completely behind this training opportunity. Talk through the modules and content. Give out pre-training perception survey. No role play
  • The Edge Customer Services Module 1

    1. 1. West Cheshire College Giving You the Edge
    2. 2. Programme Objectives <ul><li>Develop awareness of who our customers are and their unique expectations </li></ul><ul><li>Define best practice in customer service for WCC – for our external and internal customers. </li></ul><ul><li>Attitude: gain an awareness of how your attitude influences our customers experience </li></ul><ul><li>Appearance: learn how to present yourself through personal presentation and body language </li></ul><ul><li>Approach: Develop techniques and approaches to anticipate and respond to customers expectations. </li></ul>
    3. 3. Mystery Shopper Quote <ul><li>“ It took three transfers to get through to the correct department – then the end respondent was hesitant with their answers” </li></ul>
    4. 4. Mystery Shopper Quote <ul><li>“ I never received the call back I was promised” </li></ul><ul><li>“ I tried all 3 sites – all rang a few times and then went straight to fax” </li></ul>
    5. 5. <ul><li>What does good customer service mean to you? </li></ul>
    6. 6. Module 1: The West Cheshire College Customer
    7. 7. What should differentiate us as a college? <ul><li>1. What is special about this college? </li></ul><ul><li>2. Why would a student choose this college over any other? </li></ul><ul><li>3. Why is it important that the community know and share the experience we have to offer ? </li></ul><ul><li>4. How can I contribute to communicating and sharing information with the local community and local industry? </li></ul><ul><li>5. How does the community and industry within the area benefit from our College’s existence? </li></ul><ul><li>6. How many staff members have sales and marketing responsibilities? </li></ul>
    8. 8. Our Vision: Access to Opportunity
    9. 9. Our Aims: <ul><li>Be a leader in vocational learning offering a unique, high quality experience to learners </li></ul><ul><li>Be a lead partner in expanding the local economy and increasing prosperity, upskilling those who live and work in West Cheshire College and the wider North West region </li></ul><ul><li>Have an excellent local reputation and profile with employers and stimulate demand as the best provider of skills advice, skills development and employability </li></ul><ul><li>Be the lead partner for 14-19 vocational curriculum in planning local provision </li></ul><ul><li>Provide education and training in West Cheshire which supports community capacity and regeneration </li></ul><ul><li>Operate as an efficient and effective business and an excellent public service </li></ul>
    10. 10. Our Successes:
    11. 15. A Customer - Centric Culture creates the Pathway for living out our Values!
    12. 16. WCC Values <ul><li>Listen to the learner voice </li></ul><ul><li>Value employer contribution to the development, delivery and review of learning </li></ul><ul><li>Foster strong team work in a positive culture within the College community and positive external working partnership </li></ul><ul><li>Embrace the highest professional vocational standards </li></ul><ul><li>Promote a culture where all staff accept responsibility for delivering high quality services and teaching </li></ul><ul><li>Value diversity and ensure equality of opportunity in everything we do </li></ul><ul><li>Continually learn as an organisation in order to improve </li></ul><ul><li>Create a community where learners contribute to College life and the wider society. </li></ul>
    13. 17. Our Customer Service Statements Making Access a Reality <ul><li>First; Make A Great Impression! </li></ul><ul><li>Present a Seamless Experience for the Customer; </li></ul><ul><ul><li>= Attitude, Appearance, Approach </li></ul></ul><ul><li>Take Responsibility for the Learning Environment </li></ul><ul><li>Foster Open and Collaborative Cross-college Communication </li></ul><ul><li>Focus on Results, Build for the Future </li></ul><ul><li>Take Pride in Turning Aspirations into Reality </li></ul>
    14. 18. West Cheshire College <ul><li>MINI ORIENTATION </li></ul><ul><li>History: Where did we come from? </li></ul><ul><li>Curriculum Overview: Who are we today? </li></ul><ul><li>Strategy: Vision for the future? </li></ul>
    15. 19. Who are our customers at West Cheshire College? <ul><li>Are we really in the Customer Service business? </li></ul><ul><li>Who are our customers? </li></ul><ul><li>What are their expectations? </li></ul>
    16. 20. Who are your internal customers? <ul><li>If I were to stop doing my job for two weeks, who would complain? </li></ul><ul><li>If my department stopped operating, who would be inconvenienced? </li></ul><ul><li>What departments and employees receive or use the work I produce to do their jobs? </li></ul>
    17. 21. <ul><li>Are Internal Customers expectations different? </li></ul><ul><li>Should they be? </li></ul>Internal Customers
    18. 22. The Chain of Service <ul><li>Everyone supports the person who serves the customer </li></ul><ul><li>Managers serve employees </li></ul><ul><li>Internal departments have agreed and committed Service Levels for customer interface areas </li></ul><ul><li>Service is part of every package the customer receives </li></ul><ul><li>If you don’t serve the customer, you serve someone who does </li></ul>
    19. 23. DON’T BREAK THE CHAIN!
    20. 24. Internal Customer Service <ul><li>4 GOLDEN RULES </li></ul><ul><li>Begin with your own perspective </li></ul><ul><li>View interruptions not as nuisances, but as opportunities to serve your internal customers </li></ul><ul><li>Exceed your internal customers' expectations </li></ul><ul><li>Say thank you! </li></ul>
    21. 25. COMING SOON – MODULE 2 <ul><li>Objectives: </li></ul><ul><li>Attitude – gaining an awareness of how your attitude influences our customers experience. </li></ul><ul><li>Appearance – Learn how to present yourself through personal presentation and body language. </li></ul><ul><li>Approach – Develop techniques and approaches to anticipate and respond to customers expectations. </li></ul>

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