Delivering A Five-Star Customer Service Experience

Course Objectives

Apply the essential principles of customer services to anyone who wants your ‘output’

• Ask effective questions from customers to get results
• Use empathy to maintain rapport with customers
• Professionally respond to a customer’s demands & requests while maintaining rapport
• Sequence your sentences effectively to get maximum results
• Handle phone conversations professionally
• Read and interpret body language signals and use them to enhance your communication skills
• Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise

Target Audience

• Customer Service Representatives
• Sales Representatives
• Front Office Staff
• Technical and Support Personnel
• Field Service Representatives
• Account Managers
• Credit and Billing Specialists
• Small Business Owners
• Managers who want Customer Service Training

Methodology

LECTURE, INDIVIDUAL & GROUP ACTIVITY, FEEDBACK SESSIONS, DISCUSSIONS, DEMONSTRATION, BUSINESS GAMES, ROLE PLAYS.

The workshop is very interactive developed with a 20/80 approach; 20% lecture, 80% practical accompanied by a training manual individually customized for each programme

Course Modules

• MODULE 1: CUSTOMER SERVICE PRINCIPLE
• MODULE 2: GETTING INFORMATION          
• MODULE 3: EMPATHY
• MODULE 4: CUSTOMER SERVICE SCENARIOS
• MODULE 5: SEQUENCING SENTENCES
• MODULE 6: TELEPHONE SKILLS
• MODULE 7: BODY LANGUAGE
• MODULE 8: HANDLING COMPLAINTS
• MODULE 9: KEEPING CALM