Pathways to service excellence
Training Course
$179.95 $199.95
- Duration: 2 Days
- Audience: Customer service staff and professionals at all levels
Overview
The best learning experiences occur when you learn specific concepts, then practice them during the training and walk out with a solid technique you can apply the next day on the job. In this training we will do just that. We will learn the concepts, followed up by numerous hands-on practical activities to practice the skills so you walk out with specific best practice customer service techniques that are essential for you as a professional customer service representative to help you do an even better job than you are currently doing.
So, if you want to get even better customer feedback, provide great customer experience and consequently achieve more sales than last year this training program is very much for you.
Course Objectives
By the end of this training course participants will be able to:
Understand how far customer service has evolved and acknowledge the effect of social media.
Identify ways to deal better with the different customer generations.
Practice active listening and customer lifestyle questioning.
Learn useful memory tips and tricks to remember customers names and other details important to them.
Clearly understand the importance of acknowledging both words and emotions.
Learn a quick technique for handling angry customers.
Identify 10 different best practice customer service techniques that can be used immediately back on the job.
Outline of topics
Module 1: Realities of customer service today
The realities of customer service today.
ROI of customer success.
Dealing with the different customer generations (GenX, GenZ, Baby boomers, Millennials).
Customer lifestyle questioning
Module 2: Sharpen your listening skills and memory
Stages of consciousness
Active listening skill practice.
Memory tips and tricks.
Acknowledge the words and the emotions.
Module 3: Ten Customer Service Best Practice Techniques
The service recovery catch.
When dealing with angry customers and customers showing strong emotions.
When you want customers to do something or follow your direction
When the customer is arguing
When the customer tells you they are having an issue
When the customer expresses displeasure
When turning negative experiences into positive ones
When the customer has been given wrong information
When we are in the wrong
When a customer requests a discount
When a customer threatens to defect to competition
Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!
Training Material Samples
Slide Samples
Trainer Guide Samples
Workbook Samples
What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format
Trainer Guide (66 Pages).
Student workbook (55 Pages).
Slide deck (47 slides).
Exercise and activity sheets/handouts
Bonus activities ( 22 activities ).
Training support documents ( Training evaluation forms, 5 certificate templates, program outline).
Review game.
$179.95 $199.95
You will receive a secure link by email to download your purchase immediately after purchase.
The Fully Customizable Training package includes
- Fully Scripted Training Guide
- Participant Reference Workbook
- Powerpoint Slide Presentation
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- 22 games and activities you can use to enrich your trainings.
- Useful training forms (Evaluation forms, certificates).
- All you need to run a great training program.
- A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.
Competitive review game
A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.
The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds…etc. Save as a new file & create 100’s of other review games for any training materials or program to always end your training program on a high note.
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TCM training materials are professionally written state of the art and masterfully done with up-to-date training aids and workbooks. Nowhere else could you find training materials of this quality for the price ... AAA+
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Sales & Marketing trainer
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Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like controlling calls , handling angry callers and telephone debt collection.
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