Delightful Customer Service

Introduction:

This workshop is designed to help improve the quality of customer service. Customers require our help, support, guidance and resolution through pleasant service interactions and experiences. They need us to fully understand their concerns and provide the best solutions. In order to provide what they want, we need to determine their perspective. For this, we need to follow a pre-determined flow which involves a healthy combination of strategic probing, active listening, empathy, articulate speaking, knowledgable solutions offering, and the ability to maintain a fruitful conversation in order to provide a PLEASE-ant service experience.

How Will You Benefit

With this programme participants will be able to conduct the following objectives:

• Understand the elements of successful customer communication and improve skills in this area
• Structure customer contact more effectively
• Improve questioning and listening skills
• Identify customer’s real issues and match with appropriate solutions
• Build better relationships with customers using empathy
• Recognize each customer’s unique personality and tailor dialogue accordingly
• Identify their own stress triggers and develop action plans to overcome them
• Learn how their own body language can improve communication with customers
• Understand the importance and impact of the telephone as a service tool

Who Should Attend

• Customer Service Executives
• Customer Service Team Leaders
• Internal customer service trainers
• Front desk / Front office assistants and supervisors
• Receptionists and Secretaries

Methodology

This is an interactive training programme, whereby participants are to gain the learning points through presentation, case study and workshop exercises.

Module