A workshop designed to examine the essential core skills and principles for creating a positively memorable service experience that dazzles your Customers.
“Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.” – W. Edwards Deming
Each time you deliver a product or service on behalf of your organisation to someone else, at that precise moment in time, you become your company in the eyes of that Customer. It is into your hands, that the Customer places their trust. In return, if that trust is cherished and valued your company is well on the way to receiving that Customer’s loyalty.
Sounds quite simple! Not necessarily so! There are so many variables for making this positive connection to your customer; such that they will re-call this experience the next time they choose to buy using their well earned money.
We need to know the core principles of effective customer service. Knowing how to treat Customers fairly in difficult situations, how to respond to their needs or concerns. How do we go about delivering a positive and memorable experience? It is our ability to master these skills that will elevate the reputation of your company over and above that of the competition.
Our Approach:
This workshop introduces the core principles of customer service. Participants will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are. The focus of the workshop is to build Customer service skills by using and practicing skills for a variety of examples like face to face situations, help desk and call or contact centre support scenarios. We know from feedback that this is the quickest way that our participants implement their learning successfully after the workshop. On the workshop we also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally. Customer service is a skill and like any other skill can be learned and refined through practice and perseverance.
Purpose:
The purpose of this workshop is to create Customer loyalty by delivering consistently positive Customer service experiences that differentiate us from our competitors.
Objectives:
This workshop is ideally suited for anyone, who by the end of the workshop will need to be able to:
- Apply the essential core principles to deliver a positive Customer experience
- Determine the needs and expectations of the Customer and qualify those needs through questioning and listening
- Defuse challenging situations professionally ensuring the Customer feels they have been treated fairly and with respect
- Use pacing skills to build and maintain rapport with your Customers
- Handle complaints efficiently and effectively
- Handle telephone conversations with Customers professionally
Typical content for a ONE DAY WORKSHOP on this topic includes:
- Customer Service Principles
- The business reality
- Your job and the connection it has to Customer Loyalty
- What are “Touch-points” why are they important and how can we “Map” them
- What Customers want and how we fulfil their needs - Communicating with Customers
- Who are our Customers? Who do we meet?
- The body language signals that create a fantastic first impression
- Asking great questions and listening to the answers
- Gestures you can use to ease your Customers
- Customer Service Scenarios … Practice and learning - Building Rapport
- The skills needed for rapport building
- Maintaining a positive and professional distance
- Showing you care
- 4 steps to assertively manage an emotional service situation - Handling Complaints
- How to handle complaints
- The basic principles for handling unhappy Customers
- How to say “NO!” and still keep a Customer loyal - Telephone Skills
- How to handle phone calls
- How to put a customer on hold
- How to refer a customer to a colleague
- How to end a phone call
Pre-requisites for attending: None
Your learning workshop facilitators:
Your workshop leaders are well trained and experienced subject matter experts who use adult Learning methods to keep the workshop interactive, engaging and fun.
Appealing to all learning styles, there will be:
- Flipcharts created, memorable visual aids and coloured pens to use for our Visual learners
- Music and stories for our Auditory learners
- Table toys for our Kinaesthetic learners
Our facilitators adapt and customise the workshop to suit the specific needs of participants by:
- asking quality questions
- prompting conversation and discussion
- referring to your organisation’s specific scenarios
- discovering insights beyond the obvious
- encouraging application and immediate implementation behaviour and action
Contact us by filling out the Quick Enquiry Box; or by using any of our other contact details shown at the very bottom of this page. Thank You. We look forward to hearing from you.
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