Customer Interface Training – Performing for customers

What is it?

The Performing for Customers intervention focuses on increasing the level of customer satisfaction by developing the non-verbal behaviour of frontline staff. The intervention focuses on changing the mindset of the frontline staff as well as using their face, body and voice to create customer satisfaction.

Please click here to view a case study of this intervention.

Please note that the content of the intervention can be adapted for other customer unit standards.

How does it work?

An intervention has been developed that can be held in a central venue in an area. Selected frontline-staff are then scheduled to attend the intervention. The intervention has been designed to accommodate 50 participants per session. Two sessions can be accommodated per day. A Learning Theatre facilitator and actors (coaches) will facilitate the intervention. The focus of the skills training is on practising non-verbal behaviour during customer interactions of frontline staff. The duration of the intervention is 4 hours per session. The following behaviours according to Unit standard 7179 will receive attention:

• Professional Image and personal appearance (A1-1) (A1-2)
• Body Language (A1-2) (A1-3) (B1-1)
• Tone of voice (A1-3) (B1-1)
• The use of plain language (A1-3) (B1-1)
• Speaking in a positive manner (A1-3)
• Sense of urgency behaviour (A1-4) (B2-3) (C1-1)
• Acting with energy and enthusiasm (A1-4) (B2-3) (C1-1)
• Respectful, helpful and friendly behaviour (B2-1) (B2-2) (B3-1)
• Confident and confidential behaviour (B2-2)
• Personal manner and creating rapport (F1-1)

The process of the intervention is made up of large and small group activities. Industrial theatre is used to illustrate certain learning points, while role-plays are used for skills practise. (learn more)