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Outcomes:
Participants will be provided with frameworks, syndicate/personal exercises, self-appraisals and skills practice, which will enable them to enhance their customer service skills in needed areas.
Target Audience:
Customer service representatives, help desk staff, technical support staff, everyone in a customer-oriented organization!
Duration:
Normally two days (or one day with reduced objectives/content)
Objectives:
On completion of the training, participants will be able to:
• Know the importance of satisfying and keeping current customers
• Be able to learn from effective operators/benchmark organisations
• Know how to question, listen and communicate effectively with customers
• Make the most from each customer interaction (or Moment of Truth)
• Understand the importance of, and ability to choose a positive attitude
• Be able to deal with difficult customers
• Have identified strategies to create highly satisfied customers
Key Content:
• Who are our customers, anyway?
• How am I doing?: a customer service questionnaire
• Servicing our high value customers
• Internal and external customers
• Why do customers complain or quit?
• Why do customers buy and stay?
• Maximising on Moments of Truth
• Learning from benchmark organisations
• The benefits of keeping customers (vs. seeking new ones)
• Attitude: you do have choices about your attitude!
• Satisfying customer expectations and needs
• Active listening skills
• Questioning and verifying techniques
• Presentation and body language
• Dealing with customer objections
• Dealing with difficult customers
• Preferred modes of communication with customers)
• Personality styles: understanding ourselves and the customer
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