Customer Service is a very complex area. To get it right organisations need to have appropriate operating systems and procedures that enable them to meet customers’ needs, but this is not enough. The staff who run these systems must understand that their route to success is through establishing and meeting their customers’ needs whilst meeting their own business targets.
It is not practical to reflect all of this complexity in one learning activity, but several of MTa’s activities introduce and develop some of the key concepts. These include:

• The processes needed to establish, focus on, and meet customer needs
• The personal attitudes that support customer service
• Core personal behaviours like questioning and listening that enable individuals to work effectively with others.

MTa’s packages enable facilitators and trainers to introduce these concepts and behaviours experientially into their workshops. Our activities engage participants in tasks that reflect these customer service issues. On completion of the task carefully designed review processes focus participants’ attention on the key concepts the activity was designed to highlight before taking people though a step by step approach to personal learning and development.