Delivering outstanding customer service is vital to any organization's long-term survival. Our 1-day customer service workshop will provide participants with the tools and skills to provide excellent customer service thereby creating a loyal customer base.
This class is suitable for any person who regularly deals with customers, be it face-to-face, via email or over the phone. Customers can also be defined as internal customers.
The course is interactive, fast-paced, fun, and full of tips and techniques you can use immediately.
Savvy businesses know that staff who deliver great customer service, resulting in greater sales and customer loyalty, are indispensable. The best customer service reps are highly valued and are often promoted to more senior roles.
The attitude and communication skills participants learn on this class will quickly enhance their reputations and boost their careers.
In this lesson we start off by defining customers (both internal and external). We discuss what customers want and then define what great customer service looks like in today’s world.
Great customer service may look different for a millennial than it does for a baby boomer, so we look at the generational differences of the 4 major generations of today, namely the baby boomers, generation x, the millennials, and generation z.
Repeat business or customer loyalty is the lifeblood of any organization. In this lesson we define a lifetime customer, and what drives a customer to remain loyal. We also consider the cost of losing a customer.
Establishing the right attitude is key to delivering great customer service. In this unit we will explore all the characteristics of a high performing customer service representative.
Learning to communicate well is key to delivering outstanding customer service. In this lesson participants will learn to make a great first and lasting impression, how to build rapport with customers, how to engage in active listening to better understand the customer’s needs, how to read body language to help in reading a situation, the power of asking questions, using language that engages and influences, and finish off with learning 5 key communication principles.
A large proportion customer engagement today takes place via email. This has tremendous advantages and disadvantages. We learn what customers expect using this medium, how to write effective emails and good email etiquette.
A complaint is often a gift for a business. In this lesson we review the ground rules for receiving a complaint, hot buttons and forbidden language.
Dealing with difficult or angry customers can be a challenge. In this lesson you will learn seven diffusing techniques and how to best manage your own emotions. You will learn to disengage, a useful technique when dealing with an aggressive customer, and ways for your customer to save face and avoid an embarrassing situation.
Finding ways to say “yes” and offering your customer choices is a great way to empower the customer. Following up will ensure the customer is fully recovered.
Here we look at the importance of customer feedback and different methods for collecting feedback. Net Promoter Score (NPS) is a great method for measuring customer satisfaction.
The class finishes off with practical tips on what should be done in 10 unique situations such as when a customer asks for a discount, when a customer threatens to defect to the competition, or when a customer expresses displeasure.
Our outlines are a guide to the content covered in a typical class. We may change or alter the course topics to meet the objectives of a particular class.
"Carol was exceptional. She did a fantastic job of presenting the course materials in a way that was clear, concise and consistent throughout the day. I found value in the information provided and the way in which it was taught. I would definitely recommend this course to others."Michael Moss | GCAP Services
"Carol was a delight! Coming into this training I mentally prepared myself to be bored, but not once did Carol not have my attention. From beginning to end she was enthusiastic, knowledgeable & as sweet as can be. I have never been to a training that I enjoyed as much as this one. I love that the class is intimate and interactive. If I could hire Carol as a life coach I would. Thank you so much for this great experience and all of the great information."Memorie Camargo | Amanecer Community Counseling Services
I highly appreciate all the information that was communicated to me so I can have a better understanding of where I stand and what can I do to better myself. The instructor was very friendly and she was very understandable. I am going to take this to my COO and let him know that she also comes on-site to train because we need it at our company. Thank you so much!!!"
"I really enjoyed this class and take with me a lot of valuable strategies that I will use in my current position and moving forward. The instructor had great hands-on activities and made it a fun experience; as well as, an informative class."Vanessa Soto | CaesarStone
"It strongly helped me realizing my own mistakes when it comes to customer service. Words, attitudes, gestures that sometimes are not recognized by the representative by phone, in person, or by email. Great class and amazing feedback!"Yenny Marino | Powder Blue Productions
We have trained thousands of employees from all different industries.
Happier and less stressed workforce
Lower staff turnover
Better internal communication
Improved internal co-operation
Each class is fully customized to your needs, and how your organization engages with its customers.Obtain Pricing
Whether you’re a small team of 10 or a large organization of 10,000 employees, whether you work in commerce or public service, we can assist you defining and develop training program that includes:
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