Customer Service and Telephone Etiquette training
Customer service is the ability to provide a service or product in the way that it has been promised and then aiming to exceed the customer’s expectations. Many companies have mission statements and value propositions that state their commitment to customer care, but is everyone in the business focused on customer care and do they have the necessary skills and knowledge to care for your customer?
Customer service is critical to sustainable business success.
In today’s highly competitive business environment and strenuous economic circumstances where customers have a wide variety of choice, it is your level of customer service that can make the difference between success and failure. Tony Allessandro said: “Being on par in terms of price and quality only gets you into the game. Service wins the game”.
The Customer Care is not a department, it’s an attitude workshop will guide you through the skills and techniques that everyone in the business need to continuously provide outstanding customer service.
The first half of the workshop deals with the principles of customer care, the most important elements of service delivery according to customers, effective communication and listening skills as well as the new trends and innovations in customer care. The second part is devoted to the practical implementation of the theoretical knowledge. Here the workshop uses blended learning, taking the knowledge from the first part and then practising the skills, with face to face role-plays and mock telephone conversations dealing with conflict, anger management and difficult conversations.
Who should attend?
- Customer Care Managers
- Call Centre Managers and Staff
- Customer Service Employees
- Receptionists
- Any employee who interacts with clients
Workshop Outline
The importance of customer service to sustained business success
- What is excellent customer service?
- Customer service principles to deliver exceptional customer service
- Do’s of customer service
- Most important elements of service delivery
- Nothing is sweeter than your own name
- Key competencies staff need for excellent customer service
What are the new trends in customer service?
- 4 C’s of customer needs
- 3 R’s for exceeding customer expectations
- Rater principle and the customer pyramid
- The 6 basic needs of customers
Effective Communication and listening skills
- What is effective and successful communication
- Verbal, written and non-verbal behaviours
- The 7 top barriers to effective communication
- How to listen actively
- The importance of feedback and how to encourage feedback
- How to use written communication effectively including e-mail
- How to calm down an angry customer
- How to have a difficult conversation
- How to turn complaints into opportunities
Practical implementation – Role plays and mock telephone interactions
How to stay calm and rational when faced with an angry or difficult customer using the skills and techniques learned from the first session.
- Face to face interaction with the customer
- The importance of body language
- Telephone skills
- Voice projection
- Zero tolerance behaviour