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Customer Service Skills Workshop
[COURSE #1.7]
Never before in history has the customer been faced with such a wide range of choice in the marketplace.
A state of constant partial attention, combined with a plethora of choice in both products, services and from whom they are consumed, means that your chances of being noticed in an ever deepening "sea of competition" are not only slim, they will continue to get slimmer in the future!
Studies show that 70% of the reason a customer will return is based upon their interaction with your staff. That means that only 30% of your ability to keep customers happy is based upon your product or service features alone.
This Customer Service Skills workshop gives participants new insight into specific customer behavioral styles. It teaches students to address both the personal and process needs of the internal and external client. Students learn to implement easy to use models for working with customers who are disgruntled and who have had service disruptions. It focuses on building internal communication to keep team members aware of client concerns.
The workshop employs practice exercises and role-plays including a benchmark to assess a participant’s current customer service skill level. It focuses on building new commitment to the organizations mission of maintaining happy clients.
Objectives
Participants will learn to:
- Identify current gaps in customer service
- Pinpoint current areas of customer service excellence
- Gauge client behavioral style and know how to interact
- Listen better and be able to understand client needs
- Proactively respond to client emotions to solve problems
- Say NO and keep clients happy
- Prioritize workload based upon customer need
- Increase communication skills internally to better serve clients
"The best seminars how to give great customer service we have found."
"Our customer has indicated that they aren't hearing any complaints and the feedback we are getting from agents is getting better. Thanks again for a great training."
Client Relations Manager
Class Size: Up to 16
Length: 1 day
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