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Communication Skills for Customer Service Staff

Communication Skills for Customer Service Staff

Training Course

$179.95 $199.95

What do I get exactly?

You receive a zipped file instantly upon purchase that includes the following in MS office format

Training Modules Trainer Guide (61 Pages).

Training Modules Student workbook (45 Pages).

Training Modules Slide deck (31 slides).

Training Modules Find out your service profile – Customer Profile ID Self Assessment.

Training Modules Find out what kind of a customer are you.

Training Modules Bonus activities ( 22 activities ).

Training Modules Training support documents ( Training evaluation forms, 5 certificate templates, program outline).

Training Modules Review game.

$179.95 $199.95

You will receive a secure link by email to download your purchase immediately after purchase.

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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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Overview

The "Communication Skills for Customer Service Staff" training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.

Course Objectives

By the end of this training course participants will be able to:

Training ModulesKeep a happy and passionate attitude by figuring out what gives you energy and using techniques to boost your energy levels.

Training ModulesControl the flow of the conversation and employ statement-question techniques to enhance customer comprehension and provide proactive customer service.

Training ModulesImprove listening skills and recall customer information to gain a deeper understanding of their requirements and to increase customer satisfaction.

Training ModulesDevelop effective techniques for acknowledging and concluding a conversation in order to leave a favourable impression and develop confidence in customers.

Training ModulesIdentify customer characteristics using profiling techniques and adapt communication strategies to effectively engage various customer groups. Also, develop the ability to manage strong emotions during consumer interactions and to negotiate solutions that benefit both parties.

Outline of topics

Module 1: Energy and Passion for customer service staff

Training Modules Understand the elements that drive our behavior.

Training Modules Discover the factors that impact upon our energy levels.

Training Modules Explore how-to drive-up energy in a real time environment and maintain it.

Training Modules Develop a technique to maintain a positive and passionate state.

Module 2: Proactive customer management for customer service staff

Training Modules Understand the customer and business benefits of effective conversation control.

Training Modules Understand a natural method for controlling conversation flow.

Training Modules Understand the concept and benefits of the statement question technique.

Training Modules Adopt a varied approach to questioning dependent on need.

Module 3: Listening skills / Memory for customer service staff

Training Modules Gauge your personal effectiveness at listening.

Training Modules Understand how to improve your listening skills.

Training Modules Improve the ability to recall key customer information to build rapport.

Training Modules Better understand customer needs.

Module 4: Acknowledgment and Closing Conversations with Customers

Training Modules Understand the importance of acknowledgment to elevate customer confidence and rapport.

Training Modules Develop techniques for effective acknowledgment.

Training Modules Understand when to move to conclusion & Develop conversation closing techniques.

Training Modules Define the last impression that matters.

Module 5: Customer Profile ID

Training Modules Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations.

Training Modules Know your own Customer Profile ID preferences and how this will manifest in the way that you communicate.

Training Modules Explore verbal clues in identifying a customer’s model of the world.

Training Modules Quickly identify and assign a Customer Profile ID.

Training Modules Learn how to engage with different Customer Profile ID groups.

Training Modules Explore the consequences of matched/mismatched approaches.

Module 6: Dealing with Customers Showing Strong Emotions

Training Modules Understand that intensity comes from emotion.

Training Modules Explore “What response am I looking for”.

Training Modules Develop two different diffusion techniques.

Training Modules Apply and practice – Role play activity.

Module 7: Negotiation

Training Modules Understand the elements of negotiation.

Training Modules Explore compromising and trading off.

Training Modules Discover how to conclude a negotiation.

Training Modules Practice negotiating win/win solutions.

Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!

Training Material Samples

Slide Samples

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Trainer Guide Samples

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Workbook Samples

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The Fully Customizable Training package includes

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Communication Skills for Customer Service Staff

Communication Skills for Customer Service Staff

Training Course

$179.95 $199.95

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Outstanding Value for a Modest Investment

Gain access to meticulously crafted, well-structured training materials that include comprehensive trainer guides, delegate workbooks, PowerPoint slides, enriching activities, exercises, and a range of supporting documents. Everything you need for a successful training program is at your fingertips.

Modular Flexibility for Enhanced Training

Each training program is thoughtfully organized into standalone modules, allowing easy customization, addition, or integration into your existing course materials. This structure offers a seamless and adaptable approach to crafting your training program.

End on a High with a Competitive Review Game

Elevate your training's conclusion with an exhilarating and competitive review game in PowerPoint. This engaging activity aids in reinforcing content, enhancing retention, and ensuring participant engagement until the very end. The PowerPoint game is fully customizable, offering endless possibilities for creating similar review games for various training materials and courses.

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Tailor each training material package to align perfectly with your specific objectives and the unique requirements of your audience. Enjoy the freedom to brand it with your own name, ensuring a personalized touch. Please note that while customization is encouraged, we do not permit the resale of our training course materials.

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Our training material packages are packed with a rich array of self-discovery exercises, activities, and games, all designed to address specific learning objectives. These resources provide a wealth of ideas to enhance the interactivity and liveliness of your current course materials.

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All our training course material packages are 100% customizable and can be adapted to match your training objectives and the requirements of your audience. You can even re-brand your course materials with your own corporate identity, although we retain copyright of our course content and do not permit the resale of our packages.

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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.

Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.

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