This intensive workshop builds interpersonal customer service skills to deliver the ultimate customer service experience face-to-face, on the phone, and online!
You will brainstorm, role play, and totally infuse in the customer experience using true life examples from your environment.
One-day, two-day (to allow for more in session pratice), half-day for selected topics.
Video-conferenced: When travel budgets are tight, this workshop can be delivered live via distance learning video-conferencing.
Professional Objective Caring
- The CARE™ Model – 4 steps to success with every customer
- How to understand the customer’s view and work with it not around it
- Identifying customer stress to build your empathy
- Showing professional objective caring & empathy
- Staying positive during tough times
- Killer phrases to avoid and what to use instead
- Summary of objective caring guidelines and a few rules that work!
Professional Customer Service People-Skills Behavior
- The 4C’s™ of customer service and how to apply them
- Characteristics of outstanding customer service and how to achieve them
- The complete picture: phases of interacting with the customer
- Greeting the customer (in person, on the phone, via email)
- Redirecting customers to appropriate resources (vs. “not my job” response)
- In person and telephone etiquette and body language tips
- Tone of voice: what it means, why it matters, adapting appropriately
- Active Listening: Assessing the customer’s listening style and adapting to it
- Active Listening: Overcoming listening barriers – yours and theirs
- Active Listening: Handling the toughest customer and teammate
- Handling truly unreasonable expectations
- Spotting and adapting to customer’s personality type (critical to customer service success)
- Identifying the business problem as well as the reported problem to be solved (essential to success)
- Follow-through/follow-up – the difference, the importance, and the approach
- Service Recovery: How to respond to complaints of bad service and missed SLAs
- Handling 13 types of difficult customers (irate, abusive, know-it-all, to name a few)
- Writing emails that your customers will read, respond to, and appreciate
- How to stop email wars and ensure you never inadvertently start one