Do you feel like your customer service could be better?
You’re not alone. Many businesses feel the same way. That’s why we offer customer service training that will help your team focus on the customer and use positive language to create a long, trusting relationship.
Our workshops are designed to make your team more comfortable with customers and teach them how to take care of their needs. We’ll show you how to turn unhappy customers into loyal ones.
Sign up for our workshop today! You won’t regret it.
Overview
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.
Skills Covered
Upon completion of this 2 days workshop, participants will be able to:-
- Structure calls and face to face customer contact more effectively contact more effectively
- Deliver better service using empathy
- Using the Customer Centric Approach, identify customer’s real issues and resolve them
- Understand KPIs and take steps to adhere to standards
- Develop a customer-centric service attitude & mindset
Prerequisites
There are no prerequisites required to attend this course.
Target Audience
Call Centre customer service executives
Module 1: Key elements of a WORLD CLASS Customer Experience excellence
- Attitude
- Skills
- Knowledge
- Behaviour
- Group presentation
Module 2: What makes a customer service professional
- An interactive creative thinking session
- Highlighting the right service mindset and behaviours
- Participants generate ideas through the trainer’s guidance
Module 3: Assembling your own service skills set
- An interactive creative thinking session
- Highlighting the right service skills
- Participants generate ideas through the trainer’s guidance
Module 4: Case study – The piazza
- A deep look at service environment and culture
- Group presentation
- Debriefing session
Module 5: 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
Module 6: Understanding Customer Service KPIs
- Slide presentation of key call centre service KPIs
- Group discussion on importance of each KPI
- Group presentation on personal actions required to adhere to KPIs
Module 7: Exceeding customer expectations vs meeting customer expectations
- Listing requests that customers make
- Participants provide solutions that meet customer expectations
- Creative thinking session in order to exceed customer expectations
Module 8: Understanding customer loyalty
- The customer loyalty ladder explained
- Agent level contribution to enhancing customer loyalty
- Our goals towards building and maintaining customer loyalty
- Group discussion
Module 9: 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
Module 10: 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
Exam & Certification
This course is not associated with any Certification.
Training & Certification Guide
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Get in touch with our team via the form or WhatsApp us on +6011-5119 6631
