Audience
This course is for anyone who has contact with customers in any context be it face to face or a service desk.
Prerequisites
No prerequisites
Objectives
After completing this course, participants should be able to:
Properly understand and fulfill customer expectations
Establish rapport and trust with customers so they become your allies, not adversaries
Translate technical jargon for non-technical customers
Recognize cultural differences that may impact customer handling
Course Topics
Defining Customer Service
- Understanding the Customer Service Environment
- Who Is The Customer?
- Developing a Customer Service Strategy
Understanding the Role of a Customer Service Representative
- Defining the role of customers service agents.
- How Sharp Are Your Customer Service Skills?
Developing Customer Service Skills
- Attitude as the Key to Success
- Understanding Customer Logic Theory
- Good Customer Service Habits
- Ineffective Customer Service Habits
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Creating Customer Service Solutions
- Understanding Customer Service Solutions
- Taking Ownership
- Listening and Taking Notes
- Expressing Empathy
- Utilizing Questioning Techniques
- Restating the Solution and Gaining Customer Agreement
- Follow-Up
- Knowing What Your Customer Really Wants
Learning Telephone Skills
- Understanding Telephone Etiquette
- Answering the Phone
- Greeting the Caller
- Managing the Call
- Ending the Call
Listening Skills
- Are You a Good Listener?
- Learning Effective Listening Skills
- Five Facts About Listening
- The Five Most Common Poor Listening Habits
- Ten Ways to Improve Listening
Working with Body Language
- Understanding Body Language Basics
- Building Rapport with Eye Contact
- Understanding Facial Expressions
- Using Hand Gestures
- Having Good Posture
- Understanding Social Space Issues
- Displaying a Neat Personal Appearance
Using Your Voice Effectively
- Aspects of a Good Voice
- Identification of Common Voice Problems
- Practice Techniques for Improving Voice Quality
Working with Difficult Customers
- Tackling Difficult Customers
- Take the High Road
- Helping with the Angry Customer
- Helping the High Maintenance Customer
- Helping Other Difficult Customers
- Managing a Difficult Call
- The Rewards of Good Service
Dealing with Stress
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Understanding Stress
- Evaluating Individual Stress Factors
- The Science of Stress
- Ways to Alleviate Stress
- Relieving Stress with Relaxation Techniques
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