Course Introduction
Let’s start with some introductions, so that we can staff that training objective! As soon as we all know one another a little better we can start formulating learning objectives that will make this training meaningful.
Topics covered in this course
Understanding Our Team and Our Role
This session will delve fully into rendering service that makes impact. Be creative while learning, about the personalities of customers, and how to serve them excellently!
Developing a Positive Attitude
In this session consider the benefits of perseverance and positivity through keeping a smile going, and other small reminders and gestures that can lift the spirit.
Recognising and Meeting Customer Needs
From this in-depth session, you’ll walk away with solutions on how to understand clients challenges, satisfy their with a quality service, and build customers relationships. Thank you for your attendance! Learn how to treat each of your customers differently and customise the experience for them!
Building Customer Loyalty
Arm yourself with silver bullets for ‘putting out fires’ with unhappy customers and ‘developing muscle’ for solving the customer’s problem so that they return again and again.
And this is your chance to learn, on how to deal with any problem in a way that will better equip you to handle the same issue next time.
In Person Customer Service
With this session you will walk a way with the tips for handling and responding to requests during face to face interactions. It covers what makes in-person communication a gateway to opportunities (and what may be challenges to watch out for), so by the end you will know when to apply these tips.
Providing Customer Service over the Phone
On this session we will guide participants through techniques to make the most of the power of connection, even in the age of remote customer service. Through tips, group sharing and tricks, attendees can develop skills to ensure their phone call encounters with customers lead to optimum results.
Delivering Electronic Customer Service
This training session will teach you all that you need to know in order to cope with requests as they are eventually expressed, and will equip you to manage any conversations that might go off on tangents or encounter obstacles on their journeys.
Managing Difficult Customers
This session will provide strategies for difficult customer interactions, learn customer rights and walk away with tools to stay calm in stressful situations.
Knowing When to Escalate
Learn all the tricks to calmly deal with the toughest customer problems in this session! Learn what to do, from being verbally abused and threatened, in addition to risk of physical confrontation and actual legal consequences from the angry customer. With these techniques, you’ll have everything you need to be prepared for any situation, with confidence!
Summary of Workshop
Upon completion of the course, participants will be better equipped to question findings of their own studies and develop more innovative solutions to them.
