Proposal: It Starts with Hello: How to Elevate Customer Service and Drive Customer Satisfaction

Introduction
In today's competitive marketplace, exceptional customer service is a crucial differentiator. We will introduce you to "It Starts with Hello", a comprehensive training program we had created for Transport for London (TfL) which was designed to enhance customer service skills, drive customer satisfaction, and promote brand loyalty. This program will empower front-line staff with the tools and techniques required to create memorable customer experiences.

Objectives
At Steps, our primary objective with any training program is to provide participants with the knowledge and skills necessary to elevate their customer service delivery. By leveraging dynamic and drama-based learning activities, we aim to keep participants engaged, ensuring that learning is both effective and enjoyable.

During the session you will experience our award-winning drama-based learning approach first-hand. (Don't worry, you don't have to do any acting or role-play, the Steps team will manage all of that.) You simply need to watch scenarios and comment on how to improve them. You will also gain insight into how we helped transform the customer service experience on all Bus Routes within London's TfL network. We will share how we worked with 26,000 bus drivers, managers and garage support teams, to solve for low customer feedback on the services. You will see how the 'Hello, London' program resulted in an increase in customer satisfaction and experience on the bus network within London.


Drama-Based Learning Activities we will use in session:

What would you do: Participants will watch a customer interaction take place. Based on their observations from this interaction, participants will then coach the characters for ways to elevate and improve the conversation.

Connect Models to Action: During the above scenario, the Steps Facilitator will share a model that supports a successful interaction. You will work as a group to implement the model with the help of the actor facilitators – you will bring the theory to life!

Forum Theatre: Participants will observe a customer service interaction performed by facilitators, identifying areas for improvement. The actor-facilitators will then take your suggestions for what to do differently and try them out in the scene. The wisdom of the crowd will show there is not one perfect way to manage a customer interaction, and we can try lots of different ways for success!

"It Starts with 'Hello'" is not just a training program, but a transformative experience designed to cultivate a culture of excellence in customer service. By investing in this training, organizations will not only enhance their customer service capability, but will also drive customer satisfaction and loyalty, ultimately impacting the bottom line. With a focus on dynamic and drama-based learning, participants will leave the program inspired and equipped to elevate the customer experience at every touchpoint.

Takeaway

Mastering the Art of First Impressions: Participants will learn how to make a positive and lasting first impression through effective communication, body language, and attitude. They will understand the importance of the initial interaction in setting the tone for the customer relationship.

Handling Difficult Situations with Empathy and Professionalism: Trainees will be equipped with strategies to manage challenging customer interactions empathetically and professionally. They will learn conflict resolution techniques and how to turn negative experiences into positive outcomes.

Building Customer Loyalty through Personalized Service: Participants will understand the significance of personalized service in building customer loyalty. They will explore techniques for tailoring interactions to meet individual customer needs and preferences, thereby enhancing overall satisfaction.