Training Objectives:
o Increase the creativity and skill level of customer service representatives
o Demonstrate what excellent customer service is
o Provide insights and practice to improve customer service
o Develop your own organizations bank of customer service learning situations
o Understanding cultural differences in customer service
o Identify one’s own personality style and the personality styles of customers
o Choose vocabulary that is calming and persuasive even when the message is unpleasant
o Improve vocal quality to increase credibility and perceived authority over the telephone
Training Methods:
o Role plays
o Assessments
o Brainstorming
o Listening exercises
Learning Points:
Participants will learn about developing a cohesive customer service policy, identifying service improvement opportunities and measuring customer service effectiveness
Key Training Points:
o How to be honest, tactful and empathetic
o How to build customer relationships
o How to prevent customers from walking away with a problem
o How to make even the most difficult customers feel welcomed and come back
o How to show employees that customer service really benefits them
This workshop is uniquely designed to be inspirational, enjoyable and successful, elevating participants and their organizations to greater business effectiveness.
Any individual employee alone is very unlikely to achieve major changes in the quality of customer service in an organization; this workshop training seminar is therefore carefully researched and delivered to build up a critical mass of people who are pulling in the same direction to collectively consider:
o Why how we perform matters
o What's different about good performance
o Performance standards
o Turn complaints into opportunities
o Listening skills
o Assertiveness
o Effective communications
o Internal clients
In these workshops we will consider and practice solutions to known or likely situations. Even faulty goods can be forgiven and loyalty retained provided the situation is handled well and the Customer Service Representative practices:
o A professional and positive image
o Rapport
o Responding effectively to queries
o Positive language
o Effective questioning
o Proactive solutions
o Managing objections
Course Length:
One Day
Course Outline:
Consistent Professionalism
o Managing Thoughts
o Using Body Language
o Handling Negative Emotions Positively
o Personality Styles
o Understanding Styles
o Typing Ourselves and Others
o Applying to Customer Relations and Team Building
Vocabulary
o Keeping Customers Calm with Words
o Words to Avoid, Words to Use Instead
o Persuasive Language to Gain Cooperation
o Voice Enhancement
o Developing Vocal Variety
o Proper Voice Projection
o Eliminating Verbal Fillers
o Listening Skills
o Three Styles of Listening
o Removing Obstacles to Listening
o Practicing Proactive Listening Habits
o Handling Difficult Customers
o Angry Customers
o Turning Angry Customers to Repeat Customers
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Customer service is the single most important factor in any business. Either face to face with a customer or over the telephone, good customer service is absolutely crucial to a company's success. Companies with great customer service survive and thrive. Those that provide poor customer service fail. In this training program you'll be given the tools necessary to make your business grow and thrive.
The Koenig Group
Customer Service
Telephone customer service representatives (CSRs) give an organization heart, soul and feelings. They are often the first point of contact for customers, a critical component in how customers judge an organization, and ultimately whether they'll want to do business with that organization. In response, organizations expect their telephone service representatives to provide the empathy, knowledge and problem solving abilities that keep customers happy. That's a lot to expect, but with the right basics, CSRs can provide the excellent service that both customers and organizations expect.
