Communication Skills for Customer Service Staff
Training Course
$179.95 $199.95
- Duration: 2 Days
- Audience: All front line customer service staff who interact with customers regularly
Overview
Course Objectives
By the end of this training course participants will be able to:
Keep a happy and passionate attitude by figuring out what gives you energy and
using techniques to boost your energy levels.
Control the flow of the conversation and employ statement-question techniques
to enhance customer comprehension and provide proactive customer service.
Improve listening skills and recall customer information to gain a deeper
understanding of their requirements and to increase customer satisfaction.
Develop effective techniques for acknowledging and concluding a conversation in
order to leave a favourable impression and develop confidence in customers.
Identify 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
Understand the elements that drive our behavior.
Discover the factors that impact upon our energy levels.
Explore how-to drive-up energy in a real time environment and maintain it.
Develop a technique to maintain a positive and passionate state.
Module 2: Proactive customer management for customer service staff
Understand the customer and business benefits of effective conversation control.
Understand a natural method for controlling conversation flow.
Understand the concept and benefits of the statement question technique.
Adopt a varied approach to questioning dependent on need.
Module 3: Listening skills / Memory for customer service staff
Gauge your personal effectiveness at listening.
Understand how to improve your listening skills.
Improve the ability to recall key customer information to build rapport.
Better understand customer needs.
Module 4: Acknowledgment and Closing Conversations with Customers
Understand the importance of acknowledgment to elevate customer confidence and rapport.
Develop techniques for effective acknowledgment.
Understand when to move to conclusion & Develop conversation closing techniques.
Define the last impression that matters.
Module 5: Customer Profile ID
Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations.
Know your own Customer Profile ID preferences and how this will manifest in the way that you communicate.
Explore verbal clues in identifying a customer’s model of the world.
Quickly identify and assign a Customer Profile ID.
Learn how to engage with different Customer Profile ID groups.
Explore the consequences of matched/mismatched approaches.
Module 6: Dealing with Customers Showing Strong Emotions
Understand that intensity comes from emotion.
Explore “What response am I looking for”.
Develop two different diffusion techniques.
Apply and practice – Role play activity.
Module 7: Negotiation
Understand the elements of negotiation.
Explore compromising and trading off.
Discover how to conclude a negotiation.
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
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 (61 Pages).
Student workbook (45 Pages).
Slide deck (31 slides).
Find out your service profile – Customer Profile ID Self Assessment.
Find out what kind of a customer are you.
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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- 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.
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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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