COURSE OVERVIEW (1 DAY)

 Fact: 7 out of 10 customers who switch to a competitor do so because of poor service.

There are two major reasons to deliver customer service: repeat business and happiness.  Sales turn prospects into new customers.  Service turns new customers into repeat customers.  Service also makes customers happy!  Happy customers are much easier to deal with than irate customers.  This training program is for professionals who want to make a significant contribution to their company's image or bottom line and make their own lives easier.

This workshop includes dynamic trainee/trainer interactions and discussions, written and oral exercises, voice recordings, case studies, reflection, quizzes and a workbook for each participant to take back to the workplace.

TARGET AUDIENCE

This workshop is designed for everyone who deals with customers either on the telephone or face-to-face – Sales Staff, Call Centre Agents, Professionals who work as Technical Support, Hot Line, or Help Desk, Customer Service Representatives, Operators, Receptionists, Administrative or Sales Assistants and everyone in a Customer Focused Organisation.

COURSE OUTLINE

 SECTION 1:      The Financial Impact of Service

1.     Repeat Business

 SECTION 2:      Customer Service is an Attitude not a Department

1.     Internal and External Customers

2.     Internal Service is just as Important as External Service

 SECTION 3       Customer Expectations

1.     Focusing and Prioritising the Top Expectations of Customers

2.     Creating a Service Mission Statement to stay Focused

 SECTION 4:      Attitude

1.     Attitude is a Choice that is Controllable

2.     A Formula for Success

 SECTION 5:      Having Influence in the Organisation

1.     Understanding the Two Levels of Customer Service

2.     Documenting Customer Concerns

SECTION 6:      Personality Styles

1.     Understanding Styles

2.     Typing Ourselves and Others

3.     Applying to Customer Relations and Team Building

SECTION 7:      Listening Skills

1.     Styles of Listening

2.     Removing Obstacles to Listening

3.     Practicing Active Listening Habits

SECTION 8:      Interpersonal Skills

1.     Patience and Understanding

2.     Logical and Creative Thinking

3.     Initiative and innovation

4.     Empathy with Focus

5.     Professionalism

SECTION 9:      Telephone Techniques

1.     Standing Out From the Competition

2.     Doing the Basics Better: Greetings, Holds, Transfers, Returning Calls, Voicemail

SECTION 10:    Vocabulary

1.     Keeping Customers Calm with Words

2.     Persuasive Language Patterns to Gain Cooperation

SECTION 11:    Angry Customers

1.     5-Steps from Angry to Repeat Customer

2.     3-Steps for Maintaining Our Composure