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Customer Service Skills Training
TrainSmart's Customer Service Skills Training
program will provide skills, ideas and techniques to improve customer
service along with an opportunity to practice using real-life
situations. Serving customers effectively and efficiently is an
issue every organization must face. It does not matter if the
organization is large or small, private or public, all customers
and consumers expect quality and service as a part of every transaction.
Receiving good customer service skills training will increase
customer and employee satisfaction by improving communication
and problem solving
skills.
The more effective your systems and people operate, the more
profit in your bottom line. Our Customer Service
Skills Training provides you with the specific information needed
to steer your company through uncertain waters. You gain an understanding
on how to keep your company running smoothly and how to confidently
meet the needs of your employees and customers. Our Customer Service
Skills Training is for professionals who want to make a significant
contribution to their company's image or bottom line and make
their own lives easier.
Customer Service Skills Training Objectives:
- To identify and understand the needs and expectation 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
- Develop a personalized strategy for improving listening skills
- Apply personality knowledge to communicate more effectively
with customers
- Make better choices to improve attitude
Customer Service Skills Training Outline:
Customer Service: What is customer service?
What kind of impact does customer service have on an organization?
The Customer: Who are your customers? The difference
between external and internal customers. What are the customer’s
needs and expectations? How do you handle customer behaviors?
Focusing and Prioritizing the Top Expectations of Customers.
Types of Communication Skills and Techniques used to
improve Customer Service:
- Using Positive Language
- Telephone Techniques
- Verbal (Tone of Voice, Inflection, Energy, Volume, and Pace)
- Non-Verbal (Eye Contact, Facial Expressions, Hand Gestures,
Body Posture, Touch)
- Listening Skills
- Personality Styles
- Reducing Stress
Dealing with Difficult Customers: Calming upset
customers, what can you do to avoid upsets, five keys to calming
upset customers, calming yourself.
Scenarios And Role Play:
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