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WORKSHOP
CONTENT
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Understanding the customer service function |
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First impressions |
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Analyze your own image |
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Your attitude is showing |
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Who is in control? |
Unit 2: Principles of Good Customer Service
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Identify the customer's needs |
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Communication barriers |
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Tone of voice |
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Communication styles and how we process information differently |
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Listening and questioning |
Unit 3: A Model Call
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A model for answering calls |
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Answering guidelines |
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Handling problems successfully |
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Controlling the conversation |
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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. |
Click here to return to in-house workshops: Sales and Service Skills
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