About this Course

Frustrated and burnt out trying to put on another smile for the never satisfied customer?

Is service excellence all about pleasing the customer who only seems to want things his way? Isn’t there a way to get customers and keep them for life without reading off a standard operating procedure? How can one manage difficult situations confidently instead of getting run down by the customer each time?

This high energy, interactive workshop defies the conventional methods of “Dos and Don’ts” of service training. Recognising that true service can only come from the heart, participants will walk away understanding how it feels like to be in the customers’ shoes.

Objectives

Upon completion of this workshop, participants will be able to;

• Acknowledge the impact of change and the skills needed to thrive on it
  
• Understand the principles to the balanced approach of service engagement
  
• Confidently handle angry customers in a systematic and calm fashion
  
• Master the art of handling objections and work towards a resolution
  
• Assert control and close the service situation to avoid a stalemate
  

Target Audience

Customer Service Staff, Frontline Operations Staff, Telephone Operators and Receptionists, Support Staff, Sales Representatives and anyone who seeks to become a more effective and customer oriented person.

Duration

Two days

Curriculum

Effective Customer Communication Strategies

• Saying What You Mean And Meaning What You Say
  
• What You Don’t Say: The Impact Of Vocal Language
  
• Putting The Right Words And Phrases Together
  
• Asking The Correct Questions And Answering The Questions Correctly
  
• When The Customer Says “No”
  
• Active And Emphatic Listening Technique
  

Jumping in with Both Feet – Relationship Building

• Interacting Positively With Your Customers
  
• Identifying, Discerning And Escalating Customer Needs
  
• Making The Customer Feel Valued
  
• Maintaining Ongoing Relationships
  
• Handling Different Customer Types
  

Saying it With a Smile – Telephone Contacts

• Saying Hello – The Opener
  
• Between Hello And Goodbye – Helping The Customer
  
• Saying Goodbye: The Closer
  

Calming The Storm – Difficult Customer Contacts

• What Caused It – Identifying Root Causes
  
• What Can I Do? Rectifying The Situation
  
• What Can I Say? Acknowledging And Empathising
  
• What Needs To Be Done? Fix What Needs To Be Fixed
  

Conflicts – The Fish Bone Strategy

• Diagnosing Conflict
  
• Using The Fish Bone Diagram To Analyse Conflict Causes And Effects
  
• The Outcome Relationship Model To Decipher The Appropriate Conflict Management Approach And Negotiation Skills
  

Customer Service– Service Recovery Techniques And Customer Retention

• Seven Steps To Service Recovery
  
• Achieving Customer Loyalty
  

Methodologies

• Lecturing
  
• Group Discussion
  
• Self-Analysis
  
• Class Brainstorming
  
• Learning from a Partner
  
• Interactive Exercises
  
• Experiential learning
  
• Reflective Teaching
  
• Functional Context
  

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