While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.
In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.
This session will focus on the critical areas that customers have expectations for.
Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.
During this session, we will look at setting long- and short-term goals and creating a personal vision.
In this session, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.
Next, participants will explore why customer service must be a philosophy that is practiced by all employees.
This session will give participants an introduction to key communication skills, including empathy, body language, asking questions, and listening.
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
There are many types of unexpected challenges that we encounter every day. Participants will work in small groups to develop responses to some of these issues.
This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.
We will examine five ways to deal with conflict.
We will look at a six step plan for solving problems. Then, participants will role-play the plan.
Next, we will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play. We will also look at a six-step process that you can use to turn unhappy customers around.
The only way to know what’s really going right and wrong is to measure regularly. This session will give participants some ideas for measuring customer service.
