| Corporate Customer Service Training |
The Customer Service Training Series is designed to give participants the working knowledge they need to provide quality customer service.
Participants will acquire skills and techniques that will increase their effectiveness when interacting with customers.
This 9-hour customizable program is divided into three 3-hour sessions which build on each other, with emphasis on developing the interpersonal communication skills needed to build rapport with customers.
Workshops are interactive, balancing lectures with individual and group exercises that allow participants to practice their new skills using real-life situations. The recommended number of participants for this type of learning environment is 10 to 15.
Click here to download a printable version of this program. (Download Adobe Reader)
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Module 1: Customer Service Overview
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Examine the company’s mission statement and service objectives.
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Explore the importance of image and its effects on providing quality customer service.
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Discuss the service cycle and the role it plays in the company.
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Establish expectations for each level in the cycle of service.
Module 2: Elements of Customer Service
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Study effective communication skills.
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Discuss the skills and behaviors necessary for providing quality customer service.
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Review telephone techniques and customer service guidelines.
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Learn the guidelines of working with difficult customers.[1]
Module 3: Managing a Customer Service Program
- Review the management cycle of customer service.
- Develop performance criteria for measuring customer service.
- Discuss company procedures for building and maintaining a quality customer service program.
- Create an on-the-job action plan for an ongoing customer service program.
[1] For intensive training in this area, consider the “Handling Difficult & Demanding Customers” Workshop. (See below)
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| Handling Difficult & Demanding Customers Workshop |
The Handling Difficult & Demanding Customers Workshop is offered as an additional in-depth training component to the Customer Service Training Series and is designed to give participants the working knowledge and skills they need to provide quality customer service regardless of the situation.
This is a single 2-hour workshop, with emphasis on the development of interpersonal communication skills required to effectively perform in pressure situations.
The workshop combines an interactive presentation with individual and group exercises that allow participants to practice their new skills using real-life situations.
The session begins with participants sharing and discussing current challenging customer situations. By the end, participants will have gained knowledge and skills for handling difficult and demanding customers.
Workshop Outline:
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Discuss Challenging Customer Situations.
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Review the components of providing good service.
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Learn the guidelines for working with difficult customers.
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Practice the five step process for working with demanding customers.
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| Facilitation & Customization |
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Participants receive a workbook which is used throughout the workshop.
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Principles and skills are presented in a lecture and discussion format.
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Small group exercises are used to help demonstrate and reinforce the material.
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Role play is used to practice new skills.
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Participants complete a “service goal” to be implemented on the job.
This series can be adapted to meet the specific needs of any organization. The process starts with a needs analysis. The program is then tailored so that participants have an understanding of the company’s mission statement and management policies. A pilot program to senior management is then recommended to ensure that all the necessary components are in place prior to introducing these concepts and standards to trainees. Pricing depends on the amount of customization. Travel expenses, the needs analysis and the pilot program are not included in this pricing.
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This series utilizes the DiSC® Classic personality assessment tool by Inscape Publishing. Participants are responsible for taking a short self-assessment online before attending the workshop. A detailed report of the results will be given to the participants during their session. The report offers personalized feedback that will assist the participants in understanding the strengths and challenges of their behavioral style, as well as how and why other people may have different but equally valid preferences. Discussions of results are tailored to fit the subject matter of the specific workshop.
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