Customer Service

Program Overview

SHARPEN YOUR SKILLS

Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation

IMPROVE CUSTOMER EXPERIENCE

Deliver and Manage service better

Understand that good service is good selling

Make them feel comfortable around us, while doing business with us.

ENJOY CUSTOMER LOYALTY

People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them want to come back.

Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. Telephone Communication is central to any organization’s development, as it is often the only thing that distinguishes one business from another. People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them feel comfortable around us, while doing business with us. Make them want to come back. A good way to do that is by focusing on using positive language in customer service. Words have that power. They can help you create a long, trustful relationship with customers.

This 100% activity-based session is designed to help participants to service and prosper through a service driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!

Training objectives

Deliver and Manage service better

Understand that good service is good selling

Structure calls and other forms of customer contact more effectively

Improve questioning and listening skills

Using the Customer Centric Approach, identify customer’s real issues and match with appropriate solutions

Build better relationships with customers using empathy – a customer-centricity tool

Recognize each customer’s unique emotional trigger and tailor dialogue accordingly

Write effective and impressive emails

Enhance Customer Experience

Content Day 1

Key elements of a WORLD CLASS Customer Experience excellence

Attitude

Skills

Knowledge

Behaviour

Group presentation

Empathy – Putting Emotional Intelligence to work

Understanding customer’s perspective, emotions, wants and needs

Developing your Empathic Customer Experience Statement

Learning to use empathic dialogue to develop trust

Exercise

: Developing empathic statements to use according to actual customer issues

Rapport Building Communication Flow in complaint situations

Active Listening

The L.I.S.T process (Acknowledge, probe, solve)

Identifying actual customer complaint scenarios

Exercise:

Developing complaint handling dialogue

Role play

Professional / Articulate Speaking

Communicating without body language through phone

Articulate speaking

Mastering and Applying Voice Characteristics

Tone, Pitch, Rate of Speech and Volume

Trainer demo

through participant interaction

Content Day 2

Positive body language in complaint situations

Conveying non-verbal impressions

Synchrony vs Dyssemia

Slide presentation

– Do’s & don’ts of body language

Developing a customer-centric service mindset

Self – diagnosis

Service Dimensions All Customers Care About

Exercise:

Are we fulfilling those dimensions?

Exercise:

What needs to be done?

De-fusing angry customers

During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.

Why do customers get angry?

Managing / filtering our own emotions

Managing the customer’s emotions – A structured approach

Role play

sessions on real scenarios

Email Writing Skill & Best Practices

Group exercise

– Customizing the trainer’s templates to the client’s business