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Provided by: Last Minute Training Critical Elements of Customer ServiceCall Center Training |
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Training
Provided by Last Minute Training
This workshop is for any employee who deals with external customers or who serves those who do. The a Service Edgea is what keeps customers coming back to do business with you. Many customer decisions are based on how well they were treated by your front-line personnel. Does the customer feel valued? Are your staff members able to respond to customer requests and needs quickly? Is your staff reliable? Do they deliver what they promise? Are your customer service managers managing the a critical elements of customer service?a This workshop will provide tangible customer service skills to employees of all levels so that customers feel assured that they have chosen the right organization to give their business to. In this global economy, competition abounds. Drive your customer loyalty and attract new customers by equipping your staff with the a Service Edge.a
LEARNING OBJECTIVES
* Recognize that service delivery is an a individual response valuea
* Understand how your own behaviour impacts on the behaviour of others
* Develop more confidence and skill as a problem-solver
* Communicate more assertively and effectively
* Learn some ways to make customer service a team approach
Related Jobs or Careers: Employees, Supervisors, Managers
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Critical Elements of Customer Service
Day One
1. What is Customer Service?
2. Who Are Your Customers?
3. Meeting Expectations
* Timeliness
* Quality
* Consistency/ No Surprises
* First Impressions
4. Setting Goals and Targets
* Characteristics of effective goals
5. Standards and Customer Expectations
6. Communication Skills for Excellent Customer Service
* Communication Barriers
* Active Listening
7. Fundamental Techniques for Handling People
* Telephone Techniques
o Initial Greeting
o Transferring Calls
o Putting Callers on Hold/ Proper Return to the Line
o Taking a Message
o Personalizing Service
o Format for Closing
o Do's and Don'ts
o Managing the Talkative Caller
o Dealing with Difficult Callers
* Dealing with Challenge
* Tools for Dealing with Difficult Peoples
* Dealing with Conflict
o Blending
o Redirecting
o Positive Intent
o Highly Valued Criteria
o When Discussions Degenerate into Conflict
8. Pre-Assignment Review
Day Two
1. The Problem-Solving Process
* Define the Problem
* Research & Analyze
* Establish a Checklist of Criteria
* List Possible Alternatives
* Evaluate Each Alternative
* Select the Best Alternative(s) as Your Solution and Discuss
2. Seven Steps to Customer Problem Solving
* Express Respect
* Listen to Understand
* Uncover the Expectations
* Repeat the Specifics
* Look for Possible Solutions
* Take Action and Follow Through
* Double Check for Satisfaction
3. The Recovery Process
* Apologize
* Listen & Empathize
* Fit it quickly & fairly
* Atonement
* Keep promises
* Follow up
4. Eliminating Customer Service Problems
* Critical Evaluation
* Informal Surveys
* Focus Groups
* N. G.T. (Nominal Group Technique)
* Fish Bone (Cause and Effect or Root Cause)
* Brainstorming
* Benchmarking
5. Service is a Team Effort
* Doing Your Part
o Developing/ Maintaining Relationships
o Clear Expectations
o Reciprocal Quality of Relationships
o Different Communication Styles
o Phrases for the World of Work
* Recognizing the Power of Your Behaviour
* Likeability Works
6. Powerful Talk
* Project Positive Expectations
* Acknowledgements
* Rebound from Failure
* Accept Responsibility
7. Dealing With Stress
* Techniques
8. Personal Action Plan
1. What is Customer Service?
2. Who Are Your Customers?
3. Meeting Expectations
* Timeliness
* Quality
* Consistency/ No Surprises
* First Impressions
4. Setting Goals and Targets
* Characteristics of effective goals
5. Standards and Customer Expectations
6. Communication Skills for Excellent Customer Service
* Communication Barriers
* Active Listening
7. Fundamental Techniques for Handling People
* Telephone Techniques
o Initial Greeting
o Transferring Calls
o Putting Callers on Hold/ Proper Return to the Line
o Taking a Message
o Personalizing Service
o Format for Closing
o Do's and Don'ts
o Managing the Talkative Caller
o Dealing with Difficult Callers
* Dealing with Challenge
* Tools for Dealing with Difficult Peoples
* Dealing with Conflict
o Blending
o Redirecting
o Positive Intent
o Highly Valued Criteria
o When Discussions Degenerate into Conflict
8. Pre-Assignment Review
Day Two
1. The Problem-Solving Process
* Define the Problem
* Research & Analyze
* Establish a Checklist of Criteria
* List Possible Alternatives
* Evaluate Each Alternative
* Select the Best Alternative(s) as Your Solution and Discuss
2. Seven Steps to Customer Problem Solving
* Express Respect
* Listen to Understand
* Uncover the Expectations
* Repeat the Specifics
* Look for Possible Solutions
* Take Action and Follow Through
* Double Check for Satisfaction
3. The Recovery Process
* Apologize
* Listen & Empathize
* Fit it quickly & fairly
* Atonement
* Keep promises
* Follow up
4. Eliminating Customer Service Problems
* Critical Evaluation
* Informal Surveys
* Focus Groups
* N. G.T. (Nominal Group Technique)
* Fish Bone (Cause and Effect or Root Cause)
* Brainstorming
* Benchmarking
5. Service is a Team Effort
* Doing Your Part
o Developing/ Maintaining Relationships
o Clear Expectations
o Reciprocal Quality of Relationships
o Different Communication Styles
o Phrases for the World of Work
* Recognizing the Power of Your Behaviour
* Likeability Works
6. Powerful Talk
* Project Positive Expectations
* Acknowledgements
* Rebound from Failure
* Accept Responsibility
7. Dealing With Stress
* Techniques
8. Personal Action Plan
About The Training Provider: Last Minute Training
Last Minute Training - Last Minute Training Corp. works similar to last minute discounted travel. We sell training seminars at deep discounts on a last minute basis. If you want to save 30 - 60 off high quality training seminars and have the flexibility to attend with only a few days notice check out our website and see if the training you are looking for is on sale. While your there set up and free account...
