Customer Service Training

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SESSION 1	Building Customer Focus
	The benefits of great service – For you and the customer! Who are your customers? Understanding and clarifying your customer’s needs Meeting your customer’s needs The importance of initiative and being pro-active Projecting the appropriate image to your customers Developing trust and rapport Building confidence and integrity The importance of follow-up
SESSION 2	Advanced Customer Service Skills
	Delivering professional customer service Giving individualised service Enhancing your service style – lifting the bar! Appropriate problem management Focusing on the need rather than the problem Identifying other opportunities Developing and maintaining a positive attitude Business Acumen Awareness of the bigger picture The role we play Cause & Effect Customer service in a changing environment
SESSION 3	Customer Communication Skills
	What is effective communication? The key elements of effective communication Active listening Using appropriate language Giving clear information and explanations Overcoming the barriers to communication Physical barriers Psychological barriers Semantic barriers Using positive communication Communication via email – when to use and how Understanding and interpreting body language
SESSION 4	Telephone Techniques
	Telephone communication skills Managing inbound and outbound calls Opening the call Your speaking voice – the importance of confidence Using the right words, tone, intonation and speed Managing the body of the call Closing the call Controlling the call Guidelines for screening calls Putting the caller on hold Transferring a call Taking messages Call time management
SESSION 5	Customer Psychology
	Treating customers as individuals – Who are you dealing with? Reading your customer’s expectations and needs Adjusting your style to become more effective Dealing with misinterpretation Coping with over-sensitivity Using behaviours that build rapport Recognising behavioural changes under stress Adapting your communication to become more ‘customer friendly’
SESSION 6	Appropriate Assertiveness
	Understanding your natural influence style Directness of communication Consideration for customers and colleagues The Interpersonal Influence Model Open aggression vs concealed aggression vs passivity Why assertive communication is most effective Building assertiveness using the ASERT process Analysing the situation Stating your position – feedback Evaluating nonverbal behaviours Receiving feedback Testing for understanding Application and response planning for future situations
SESSION 7	Serving Internal And External Customers
	Identifying internal vs. external customer needs How do your internal customers evaluate service? Guidelines for providing exceptional internal customer service Increasing communication between different roles and departments Educating your internal customers – clarifying their expectations Meeting deadlines and keeping internal customers informed Creating a positive environment Taking a team approach
SESSION 8	Dealing With Difficult Customers and Situations
	What is a difficult customer and why? Identifying customer problems Never tell customers your problems Turning complaints into opportunities Dealing with a anger and emotion Identify and how to deal with abusive customers and other challenges The importance of politeness Managing stress and pressure – Emotion vs. Logic Conflict Resolution – Getting to a ‘win-win’ Real life scenarios
SESSION 9	Adding Value To The Customer
	Taking responsibility – owning your customers and sales Building integrity in our actions – keeping your customers up to date Identifying opportunities for adding value in the eyes of the customer How to make recommendations without appearing ‘pushy’ Keeping the customer happy Ensuring customer continuity Identifying common goals Developing customer loyalty How to keep the customer coming back for more!
SESSION 10	Overcoming Barriers To Service
	Identifying challenges of our unique environment Recognising sources of conflict Signs and symptoms of ongoing stress Defining specific problems / issues to solve Analysing potential causes Generating and selecting the best solutions Implementing the solution – who is responsible? Evaluating the successful impact on customers Stress management techniques Increasing motivation and empowerment among the customer service team
SESSION 11	Creating A Customer Service Vision
	Focussing the organisation on customer service Actions that develop customer service discipline The steps for writing a customer service vision statement Identify the criteria for a good customer service vision statement Implementing and monitoring service standards Identifying lessons learnt Food for thought Where to from here?
SESSION 12	Building A Strong Customer Service Team
	Components of successful customer service teams “What’s in it for me?” – the value of teamwork What is my role within the customer service team? Making our customer service team work Managing the teaming process Where are we now and how do we move forward? Building relationships among team members Managing diversity, disagreements and conflict Increasing cooperation and team results