“Frontline Customer Service” is an area that all companies invest in, as they are considered the primary facilitators for customer interaction and satisfaction.
In other words, there is much urgency in this particular line of work for both companies and employees, and requires an equally meticulous training program to address this urgency.
This training course will therefore include interactive lectures on:
How to address the various kinds of fears that most customer service representatives tend to experience.
Understanding your customer and customer's behaviour.
How to read customers’ emotions through pitch and body language.
How to communicate information.
How to defuse tension between reps and customers.
The ultimate goal here is to not just turn employees into resilient assets, but expert communicators capable of turning the tide of any conversation.
At the end of this training program, participants will be able to:
Define quality customer service.
Know your customer's behavior.
Learn the customer service, and transaction model.
Know the different techniques for face-to-face vs. telephone interactions.
Recognize visual, auditory, and kinesthetic words
Know the different aspects of body language that can be matched and/or mirrored
Understand the four components of vocal characteristics
Know the different aspects of communication.
Gain the appropriate communication skills.
Introduction to Customer Service
Quality of customer service
Creating a customer service culture
Addressing Customer needs
The benefits of providing excellent customer service
How to use customer service to promote customer loyalty
Case study: The best and worst customer service providers
The WOW Factor: Going the extra mile…and then some!
The importance of managing internal and external customer expectations
First impressions: What do your customers see and hear?
Understanding your customer
Customer Personalities and Profiles.
Six personalities that lead to conflict and how to deal with them
Understanding and working with different customer styles
Practical exercise: What is your personality type?
The Customer’s Body Language:
The different aspects of body language
identify head movements that indicate someone’s communication channel
Distinguish postures that indicate someone’s communication channel.
The Customer’s Vocal Characteristics
Classify vocal characteristics of visual speakers
Recognize vocal characteristics of auditory speakers
Practical Exercise: Evaluate customer scenarios to determine the best approaches
Communicating the Customer Service Message
How well does your organization communicate the importance of customer service?
Understanding your customer’s communication
Tips for building trust and rapport quickly
What is your preferred learning style?
Developing your active communication skills
Use questioning techniques to identify a customer’s expectations and service requirements
The dos and don’ts of communication
Social Media and customer expectations
Communication Skills
Effective communication with customers
Definition of communication
Communication goals
Communication as a critical success factor
Communication with customers
Characteristics of good communications
Approaching customers
Recognize visual auditory and kinesthetic words
Practical exercise: scenarios to determine best approaches, and evaluate responses of the participants
Building Rapport
How to build rapport using:
Mirroring
Matching
Difference between matching and mirroring.
Define different types of communication channels.
The Challenging Customer
How to pace a customer
Leading customers to a more resourceful state
Practical exercise: Evaluate customer scenarios to determine the best approaches and understand why conflict occurs in customer interaction.
Mechanics of Customer Service
The mechanics of greeting customers
How to transfer customers effectively
How to professionally handle customer e-mail inquiries