This program can be presented in a two hour, half day or self-paced format. The program introduces basic customer service concepts such as the six basic customer needs, identifying customer expectations, and eliminating negative expectation gaps.|
Basics of Customer Service
This program can be presented in a two hour, half day or self-paced format. The program introduces basic customer service concepts such as the six basic customer needs, identifying customer expectations, and eliminating negative expectation gaps.
Building Customer Rapport: Understanding Communication Styles
This module provides information about how to build rapport with individual customers based upon the customerís interaction behaviors. By the end of this module, participants will understand the four communication styles and how to adapt their own style in order to communicate more effectively with each individual customer.
Face-To-Face Customer Service
This program builds upon the six basic customer needs and focuses on specific customer service skills. It includes sections on communication skills, identifying customer wants, recovering from a service breakdown and six steps for dealing with angry customers.
Customer Service Telephone Skills
This program is designed specifically for the employee who must deal with their customers by telephone. This program introduces five basic telephone skills and provides participants with an opportunity to practice each skill during the session.
Advanced Telephone Response Techniques
This module builds upon the basic telephone skills presented in Customer Service Telephone Skills and introduces four advanced telephone response techniques that will enable the individual to respond appropriately and proactively to nearly all customer interactions. Participants will also practice dealing with special problems that commonly occur with customers on the telephone.
Handling Conflicts with Customers
This module introduces a five-step process for responding to upset or angry customers. In addition, by the end of this module, participants will fully understand the most common conflict response strategies. Through the utilization of a self-analysis instrument, participants will also understand their own conflict response preference and how to choose the most appropriate strategy when responding to conflict situations.