Finding the Time for Customer Service

Customer Service - whether for external customers (the public), or internal customers (colleagues within a company), is a skill and a mindset that requires vigilance, planning and attention to detail. Most people are aware of the importance of Customer Service, but they are trapped within the constraints of time and workload, which prevents them from executing fully and effectively.

That’s where Bristall Morgan comes in. As an authority on effective Time Management and Customer Service, we have created a combined course that teaches both sets of skills and allows each participant to draw up a workable plan of action.

Our customized course takes a three-fold approach, allowing us to first get to know the staff through interviews and/or input questionnaires; then, deliver a workshop that introduces the elements in an interactive and relevant format; and third, we follow-up with our unlimited mentorship to ensure these best habits stick. (The first phase also allows us to understand what level of training, if any, each participant has had in these respective fields.)

Topics discussed include:

• The rules of Customer Service: What it means, why it is there, what form it takes at your company
• Identifying specific opportunities for top quality Customer Service in each participant’s job
• Observation of role models: examples of best Customer Service in other organizations or at your company
• Discussion: obstacles to delivery: “What’s holding you back?”
• Principles of effective Time Management: planning structuring and communicating
• Dealing with both “crises” and ongoing, predictable work
• Developing skills for influence, prioritization and focus
• Developing a proactive yet flexible plan for organization and Customer Service
• Implementation: fostering awareness and accountability within a team
• Long-term maintenance of top-quality Customer Service and continuous improvement.

Download a one-page summary in PDF

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