Newways’s customer service skills training is specifically designed to develop the participants’ skills and behaviour to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.
By the end of this one-day course, the participants will have:
Adopted a consistent, professional style when speaking with customers
Developed skills in engaging with customers and handling their enquiries effectively
Listened effectively, asked questions and summarized to respond fully to a customer request
Identified ways they can add value to customer relationships and exceed expectations
Practiced how to turn customer service disappointment into a positive experience
This course is ideal for anyone seeking training in customer service and customer care. The majority of delegates attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviour.
We are also experienced at providing in-house tailor-made training courses in customer services, as well as longer term programmes to meet specific organization goals and service standards. Our customer service training is always aligned to the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email.
Module 1: Introduction to Customer Service
What Is Customer Service?
What does great service look like and feel like?
Sharing our own experiences of good and bad service
Responsibility for customer service
Stepping into your customers’ shoes
Developing a Customer-Centric Mindset
Who Are Your Customers?
When and Where Does Customer Service Take Place?
The Need For Customer Service - Rewards Penalties
What Does Customer Service Mean To You?
Developing a Customer Friendly Attitude
Excitement is Contagious
Individual and group exercises facilitated group discussion
Module 2: Customer Service: Communication Skills
Developing Effective Communication Skills
Presenting a Professional Image
Non-verbal Communication Skills
Key Body Language Aspects
Verbal Communication Skills
Choice of Words
Tone of Voice
The Choice of Words
May I _ Please _ Thank You _ The Close _ Being Positive _ Tone of Voice _ Inflection _ Energy _ Volume _ Pace
Module 3: Customer Analysis: Knowing your Customer
Knowing Your Customer - Customer Expectations
Assertive Working Style
Analytical - Details-Oriented
Amiable - People-Oriented
Dominant Behavioral Style
Determining Your Level of Service
Module 4: Calming Upset Customers
What Makes Customers Upset?
Identifying the nature of customer complaints
What to Do When You Are Upset?
What Can You Do to Avoid Upsets?
Turning disappointment into delight
5 Key Steps to Calming Upset customers
Accurately identify the problem.
Responding to customer complaints
Introducing colleagues to resolve customer service issue
Confirm the Customer’s Value
Synchronize and Summarize
Conclude by Affirming the Customer’s Value Again
Group discussion, presentation, exercise with group review
Module 5: Telephone Customer Service
Mastering the Telephone
Answering the Telephone
A Professional Greeting
Putting Callers on Hold
Transferring A Call
Taking A Message _ Voice Mail
Closing the Call
Module 6: Internet Customer Skills
The Internet Customer
E-Mail _ E-mail Communication Guidelines
Internet Customer Skills
Scripted Responses _ Introduction
Placing a Chat on Hold _ Closing a Chat session
Websites _ Knowledgebase _ FAQ _ Auto responders _ Customer Online Support
Module 7: Time Management Strategies
Taking Control of Your Time
Time Analysis: Task Identification
Relative Importance _ Time-frame _ Time Wasters
Module 8: Stress Management Strategies
What is Stress? _ What Causes Stress?
Stress Symptoms _ What Can Be Done to Manage or Even Eliminate Stress?
Do Something That You Love
Don’t Feel Responsible to Solve Every Situation
Have A Hobby _ Rest, Take That Vacation _ Exercise _ Be Organized
We All Make Mistakes
Applying the learning and next steps
Review of learning and action planning
The customer service training will be supported with:
An optional participant pre-course questionnaire and/or pre-course reading covering customer care