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Products: Blended Learning Series > Quality Customer Relationships™ > Research - How do I use it? - Companion Products


The Research

Quality Customer Relationships™ was designed on the Draft Quality Customer Service Competency Standard. The program was piloted with groups from Toyota, TAFE NSW and TAFE Tasmania and then implemented State and Nationwide for both these organisations. The current program is in a continual state of refinement and updated based on both customer feedback and improvements in online technology delivery.

How do I use Quality Customer Relationships?

The program uses a unique blend of training media (face-to-face, Computer Facilitated Learning, distance learning, project work and face to face workshops) that target different learning styles. All elements are based upon best practice in adult learning theory and the premise that "learning is a process, not an event™".

Because Quality Customer Relationships™ has been developed to create long-term behaviour change, it is recommended that training be completed over an extended time frame (6-11 months recommended). Behaviour change can be measured over this time frame, not only through the use of BCSC™, but also personally through the Goal Setting element of the curriculum, which requires participants to set self-defined targets and time frames in their customer service. Goals are accessible at any time and serve to track progress and motivate participants in their learning.

Quality Customer Relationships™ builds a wide range of deeply ingrained attitudes and behaviours in customer service, including: how to create a customer focused environment, taking personal responsibility, the language used in customer service, how extend customer's tolerance levels, and how to deal with "difficult" customers.


Facilitator Commitment:

  • Print 360 Feedback Reports and Participant Handbooks for delivery to participants at first workshop. Available online.
  • Download Facilitator and Training Day Handbooks for how to conduct workshops. Available online.
  • Facilitate 360 Feedback Workshop to debrief 360 reports.
  • Facilitate three days of Face-to-Face training.
  • Mark two Lesson Plans and one Project (via email).
  • Ensure Training Days contain the appropriate details through "Set Workshop Details".
  • Online progression of students for offline elements.

Facilitator Requires:

  • A passion for Customer Service
  • Skills in giving 360 feedback
  • Skills in facilitating training workshops
  • Email and Internet experience

Managing groups:

Participants can be allocated to groups. Groups can be allocated to different facilitators either internally or within the consultancy delivering the program. Groups can be given different start dates to allow for effective timetabling of face-to-face elements for both facilitator and organisation benefit.

Option: HRworkbench can manage set-up and processing of 360 Elements on your behalf, if required.

Companion Products

Benchmarking Customer Service Competency™ , a 360-Degree Profiling Tool. The 360 Profile is designed to be administered pre-and-post training, at 9-month intervals, during an extended time frame (6-11 months is recommended).

Support Materials

  • Facilitator Guide for conducting the full program
  • Comprehensive manuals for the workshop elements of the program
  • Copy of the Competency Standard on which the program is based
  • Product Marketing Brief - Consultant
  • Product Marketing Brief - Client
  • Product Administration Guide
  • Product Setup Checklist