Improving Customer Service Skills Workshop

Class Length: 1 Day
Prerequisites: None

Overview

Increase customer and employee satisfaction by improving communication and problem solving skills. This course will provide skills, ideas and techniques to improve customer service along with an opportunity to practice using real-life situations.

The Problem

• Unsolved problems
• Frustrated customers
• Stressed customer service representatives
• Customer service representatives don’t understand “up selling”
• Your CSR team is not empathetic

Students Are Taught To Learn...

• To identify and understand the needs and expectations of internal and external customers.
• How to read various customer behaviors and make adjustments to communication based on those behaviors.
• How to reduce stressful situations.
• Various skills using scenarios and role play.

Course Outline

• Customer Service: Define customer service, impact on the organization
• The Customer: Who is the customer?, customer needs and expectations, understanding customer behaviors
• Communication: Communication techniques based on behavior, building verbal skills, using positive language, telephone techniques, reducing stress
• Scenarios And Role Play: Strategies For Success!