Customer Service Excellence for Team Members LIVE Virtual Training
presented by SkillPath Seminars
This LIVE, virtual, instructor-led course will help your team understand the importance of adopting the customer's viewpoint and becoming a true advocate for the customer
Full Description
Transform your team to extraordinary with Customer Service Excellence.
This LIVE, virtual, instructor-led course will help your team
understand the importance of adopting the customer's viewpoint
and becoming a true advocate for the customer. Participants
enrolled in this highly interactive, virtual workshop will learn
how to strive for an extraordinary customer experience every
time by mastering the guiding principles of customer service.
What
You Will Learn
- Embrace the customer
experience to build relationships, increase satisfaction,
loyalty and sales
- Regularly exceed
expectations and improve service by adopting the customer's
viewpoint
- Improve performance by
mastering the 3 guiding principles for customer service
- Manage a variety of
customer reactions with a solution-oriented approach
Workshop
Agenda
Program time: 3 hours
Session
1: The
Customer’s Point of View
Taking the customer’s point of view is
essential to understanding what the customer needs.
- Define the expectations
and basic needs of customers
- Summarize what it means
to be customer-centric and how that makes customers feel
valued and important
- Discuss the benefits of
adopting the customer’s point of view
- Explain why advocating
for the customer helps improve service for all customers
Session
2: Three
Guiding Principles for Customer Service
While customer service jobs can differ
by industry, function and focus, the guiding principles are
the same across all customer experiences.
- Define the various soft
skills needed to project a professional image in all
customer interactions
- Explain how creative
problem solving can increase customer satisfaction and
leave an excellent first impression
- Describe what a win-win
outcome is and how to achieve it
- Understand the important
correlation between product knowledge and customer
experience
Session
3: Handling
Difficult Situations
Customer service professionals must be
able to reframe a potentially negative experience and find a
way to make it valuable, promising and beneficial.
- Explain how to
effectively manage difficult customer reactions in order
to avoid a poor customer service experience
- Understand how to take a
solution-oriented approach to resolving problems
- Recognize the 6 most
common customer types and how to tailor your interactions
with each
- Identify techniques for
coping with anger and stress in the workplace to avoid
burnout
Who Should Attend
Customer Service team members
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