This
workshop helps the learner personalize 8 critical customer service
skills including, listening, questioning, handling objections and
aggressive complaints.Resolving
problems at the lowest level is an emphasis.
WORKSHOP
CONTENT
Unit
1:Customer
Service
Understanding
the customer service function
First
impressions
Analyze
your own image
Your
attitude is showing
Who
is in control?
Unit
2: Principles
of Good Customer Service
Identify
the customer's needs
Communication
barriers
Tone
of voice
Communication
styles and how we process information differently
Listening
and questioning
Unit
3:A
Model Call
A
model for answering calls
Answering
guidelines
Handling
problems successfully
Controlling
the conversation
Practice
- putting it all together
EXPECTED
OUTCOMES
At
the end of the training, the participant will be able to:
1.
Identify
how his/her self-image influences the customer service function.
2.
Practice
8 principles of customer service, including identifying the customer's
needs through appropriate questioning.
3.
Use
listening and feedback techniques to improve service.
4.
Practice
methods of effectively dealing with difficult customer situations and
turning the conversation into a win/win situation.
