Description
This workshop introduces delegates to the core principles of customer services. By employing these values and adopting the correct attitude, delegates 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 teach handling customer service scenarios through a variety of examples as this is the quickest way that delegates learn. Examples are provided for many environments such as retail, face-to-face customer service, help-desk, client meetings, call centre support, medical support and so on. Delegates also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.
In addition, related communication skills are also covered. Topics such as body language, correctly structuring sentences for maximum effect and communicating on the phone are discussed and best practices are shown.
The focus of the workshop is to teach handling customer service scenarios through a variety of examples as this is the quickest way that delegates learn. Examples are provided for many environments such as retail, face-to-face customer service, help-desk, client meetings, call centre support, medical support and so on. Delegates also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.
In addition, related communication skills are also covered. Topics such as body language, correctly structuring sentences for maximum effect and communicating on the phone are discussed and best practices are shown.
In this highly practical workshop delegates will learn:
Customer Service Principles
- What are the fundamentals of customer service principles?
- How to interact with different types of customers and different personalities?
- What customers want and how to satisfy them?
Questioning Techniques
- How to encourage a customer to give you more information by using correct questioning techniques?
- How to use leading questions?
- How to sequence your sentences for maximum effect?
Emotional Intelligence
- How to empathise with customers and maintain rapport?
- How to show you understand the customer and care about their problems?
- Customer Service Scenarios
- What does it mean to handle a customer professionally?
- What are the common challenging customer service scenarios and how to handle them?
- How to handle angry customers?
- How to handle swearing customers?
- How to handle mistrustful customers?
- How to handle demanding customers?
- How to handle a developing long queue?
Handling Complaints
- How to handle complaints?
- What are the principles of handling unhappy customers?
- How to deliver a “Soft No”?
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?
Body Language
- What body language signals are most critical for a great first impression?
- What gestures put customers at ease and let you establish rapport with them?
- How to spot the lies through body language?
Learning Objective
By the end of this workshop, participants will be able to:
- Apply the essential principles of customer services to anyone who wants your 'output'
- Ask effective questions from customers to get results
- Use empathy to maintain rapport with customers
- Professionally respond to a customer’s demands & requests while maintaining rapport
- Sequence sentences effectively to get maximum results
- Handle phone conversations professionally
- Read and interpret body language signals and use them to enhance your communication skills
- Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise
Who should attend?
Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills.
Prerequisites
None
Duration
One day
Workshop Level
Beginners and Intermediate