What is the Customer Service Workshop?
This workshop aims to enhance the customer service skills of dive professionals through interactive role-playing exercises. Participants can practice and improve their communication, problem-solving, and empathy skills by simulating real-life scenarios in a safe and supportive environment.
Duration: 2 hours
Materials Needed:
- Flipchart or whiteboard
- Marker Pens
- Index cards with different customer scenarios (prepared in advance)
- Props (optional) such as diving equipment, brochures, or customer service tools
Workshop Outline:
Introduction (10 minutes)
- Welcome participants and explain the purpose of the workshop.
- Emphasize the importance of customer service in the diving industry and its impact on customer satisfaction and business success.
Customer Service Principles (15 minutes)
- Discuss key principles of good customer service, including responsiveness, empathy, knowledgeability, and problem-solving.
- Encourage participants to share their experiences and challenges related to customer service in the diving industry.
Role-Play Guidelines (10 minutes)
- Explain the guidelines for role-playing exercises:
- Participants will be divided into pairs or small groups.
- Each group will receive an index card with a specific customer scenario.
- One participant will act as the dive professional, and the other(s) will play the role of the customer.
- Encourage participants to immerse themselves in their roles and respond authentically fully.
Role-Play Scenarios (60 minutes)
- Distribute the index cards with customer scenarios to each group.
- Allow participants 10-15 minutes to prepare for their role-play, discussing strategies and approaches.
- Facilitate the role-plays, ensuring each group has sufficient time to perform.
- After each role-play, encourage feedback and discussion among participants, focusing on what worked well and areas for improvement.
- Provide constructive feedback and suggestions for enhancing customer service techniques.
Group Discussion and Reflection (20 minutes)
- Lead a group discussion to reflect on the role-plays and lessons learned.
- Ask participants to share their observations, challenges faced, and strategies they found effective during the exercises.
- Facilitate a conversation on how these skills can be applied in real-life customer interactions in the diving industry.
Action Planning (15 minutes)
- Have participants individually brainstorm actions they can take to improve their customer service skills based on the workshop learnings.
- Encourage participants to set specific goals and identify practical steps they can implement daily.
Wrap-up and Conclusion (10 minutes)
- Summarise the key takeaways from the workshop.
- Express appreciation for participants’ active participation and commitment to improving their customer service skills.
- Provide additional resources or references for further learning if available.
The workshop can be customised based on the specific needs and skill levels of the dive professionals participating.