Customer Service Skills

Customer Service Skills

475.00

Delivery Method: In-Person | Duration: 6 Hours

Overview

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.

Learn How To:

  • Identify What Customers Want and Why They Leave

  • Apply the Positive Guest Experience Model to Wow Customers

  • Practice Techniques to Increase Customer Engagement

  • Implement Professional Strategies to Manage Challenging Customer Situations

  • Provide Exceptional Customer Service Over the Phone or Virtually

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Course ID: B2301

Duration: Full Day (9:00 am- 4:00 pm PST)

Location: In-Person, San Francisco | Click here to schedule private course.

Overview

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.

Learn How To:

  • Identify What Customers Want and Why They Leave

  • Apply the Positive Guest Experience Model to Wow Customers

  • Practice Techniques to Increase Customer Engagement

  • Implement Professional Strategies to Manage Challenging Customer Situations

  • Provide Exceptional Customer Service Over the Phone or Virtually

+ 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.

+ Course Outline

What Customers Want & Why They Leave

  • What Customers Want
  • Why Customers Leave
  • Positive Memorable Guest Experience Model

Customer Assessment

  • Need vs. Want
  • Needs & Wants Over Time
  • Customer Engagement
  • Determine Customers’ Needs & Wants Tool

Mini Action Plan
Effective Listening & Questioning

  • The Appearance of Listening
  • Effective Questioning
  • Open-Ended Questions
  • Closed Questions
  • Probing Questions
  • Leading Questions

Mini Action Plan
Deal with Challenging Customers

  • Group Discussion: Turn Challenge into Cooperation
  • Collaborative vs. Competitive Language
  • Feel, Felt, Found: Method to Overcome Objections
  • Feel, Felt, Found: Tool
  • Handle Challenging Callers: ASAP
  • A.S.A.P: Acknowledge, Sympathize, Accept & Prepare
  • Handle Challenging Callers: ASAP Script
  • Feedback: Handle Challenging Callers

Customer Service on the Phone

  • The Difference Between Phone and Face to Face
  • Your Telephone Voice
  • Telephones & Technology

Greetings & Personalizing Service

  • The Initial Greeting
  • Personalizing Service
  • Remember Names Formula
  • Saying Goodbye: The Closer

Mini Action Plan
What to Say & What to Avoid

  • The Ten Commandments of Customer Service

Final Action Plan

+ Prerequisites

There are no prerequisites for this class.

+ Certifications

N/A

+ Students Also Attended