Customer Service Excellence
Your customer service writers or representatives take on a courageous job—dealing directly with the public and difficult customers. This workshop focuses on the powerful tools that make the job more effective, less stressful, and more valuable to the company.
Workshops can be designed in 1/2 - 2 day formats, depending on your audience, the depth of learning you are seeking and the amount of ownership the company gives to your customer service people.
Modules are built around these principles, including live practice of the tools learned:
- Orienting to Customer Service Basics: connect-discover-respond--greeting, attitude, problem-solving, closing
- Learning and activating the 3 principles of customer service excellence
- Learning active listening skills
- Reading customer cues and adapting to their needs
- Defining 3 tools to stay open vs. closed
- Finding solutions together
- Learning stress management skills for increased energy and focus
- Finding your ease with difficult customers
- Rebounding quickly when a customer throws you off
- Role playing, demonstrations and video clips to reinforce the new tools and awareness
