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Customer Service Week

What do those in a customer service role need in their toolkit?

ted Learning Theatre of Learning drama based training
Any tradesman or woman worth their salt will have a decent toolkit, fit for purpose, never far from their capable hands. A trusty tape measure perhaps, a hammer with a nice hickory handle and a pencil behind the ear. These are but a few of the essentials for their profession.
But what of those working in customer service? What is in their toolkit? For those in the hospitality industry, it may be a waiter’s friend and a pen and pad. In call centres; a headset and a keyboard. Just like the tradesman or woman, these tools need to be decent and fit for purpose.

For those working in customer service, however, they need an extra tool kit. One which is always being added to and is never quite complete. The emotional toolkit. In there should be; excellent listening and communication skills, resilience, empathy, self-awareness, customer and guest awareness, mindfulness and more.

For to be able to work with the public day in day out (without burning out) customer service staff need to be experts in human behaviour. The reason why this toolkit is never quite complete is because expertise is not about knowing everything, but about always being curious and always seeking to understand.
By doing this we can truly connect with those around us, and a connected experience is always a good customer, guest and most importantly human experience.
At ted Learning, we have a variety of courses that can help with this tool kit. From Resolving Conflict to Emotional Intelligence and lots more in between.

Resolving Conflict
Conflict can occur within any organisation and from time to time, you may have to deal with a colleague, employee, customer or client who is very upset.
NCSW 2021

Useful links

National Customer Service Week: https://www.instituteofcustomerservice.com/events/ncsw/

Institute of Customer Service, LinkedIn: https://www.linkedin.com/company/institute-of-customer-service/

IoCS twitter: https://twitter.com/instituteofcs

Ed  Clark Linkedin: https://www.linkedin.com/in/ed-clark-79242911a/

#NCSW21 #servicewithrespect

Diversity, inclusion and anti-racism resources
Ed Clark

Ed is our Client & Learning Partner working alongside Patrick our Brand Director, he is responsible for client engagement, business development and supporting with design and delivery of several of our theatre-based learning courses.

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