Customer Service Skills

Who should attend

Professionals at all levels are invited to this workshop. Previous classes have drawn extremely varied groups. This course is appropriate for any person who wishes to understand and improve his or her customer service skills.

Team Pass by Learnit

Customer Service Skills

From $0
Two, 2-hour Modules (9am - 11:30am PT)

With so much competition in today’s global economy, providing exceptional customer service is no longer an option: it’s a necessity. When you treat your customers exceptionally well, your customers will become an influential marketing tool for your business. Our customer service workshop will provide you with the skills you need to handle a variety of situations and increase your productivity, efficiency, and effectiveness.

Outcomes:

  • Understand customer needs and wants to deliver value and secure their engagement
  • Use skillful communication strategies to challenge into cooperative customers
  • Use scripts and tools to overcome objections and difficulty
  • Deliver the exceptional service on the phone as in person
Course ID
L0015
Available times
No items found.
June 17 & June 18, 2021
9:00am-11:30am
June 17 & June 18, 2021
9:00am-11:30am
June 17 & June 18, 2021
9:00am-11:30am
June 17 & June 18, 2021
9:00am-11:30am
June 17, 2021
9:00am-11:30am
June 17, 2021
9:00am-11:30am
June 17, 2021
9:00am-11:30am
June 17, 2021
9:00am-11:30am
June 17, 2021
9:00am-11:30am

Course Outline

Module 1: Cultivate Engaged Customer Relationships

What Customers Wants & Why They Leave

  • Value & WOW the Customer
  • Why They Leave
  • Positive Memorable Guest Experience Model

Customer Assessment

  • Needs vs. Wants
  • Customer Engagement

Effective Listening & Questioning

  • Listening & the Appearance of Listening
  • Questioning
  • 4 Kinds of Questions

Module 2: Support Challenging Customers in Person and on the Phone

Deal with Challenging Customers

  • Turn Challenge into Cooperation
  • Competitive vs. Collaborative Language
  • Feel, Felt, Found: Overcoming Objections
  • ASAP Script for Challenging Customers

Customer Service on the Phone

  • Differences: Phone vs. In-person
  • Telephone Voice
  • Greetings & Personalized Service
  • Remembering Names
  • Closing
  • Ten Commandments of Service

Skills covered

Empathy
Active Listening
Conflict
Communication