To interact with today’s customers, requires a number of qualities including: resilience, emotional control, confidence, assertiveness and flexibility of thinking. And there are other the skills too. EVERYTHING COUNTS. The nuances are endless; one thought, one word, or even silence can make a service interaction succeed or fail.
The problem is most customer service courses lack the depth needed to build these skills. Our course, incorporates a focus on the all-important mindset and also, communication psychology. This ensures a deeper understanding about what really does create a customer interaction that’s grounded, authentic and effective for all parties.
If we ask someone in a customer service role, what is their biggest challenge is, the answer is normally ‘handling difficult customers’. However, in our experience, EVERYTHING counts in the customer interaction and often it’s the early part of the interaction that makes a big difference.
Everything contributes: mindsets, six aspects of voice, every word, the quality of each response – even silence.
To get the very best results from customer service training; from new people, to experienced, we recommend our ULTIMATE Customer Service course. This is just one of our customer service courses.
Here is the agenda for our ULTIMATE customer service course:
Customers today; the good parts and the challenges.
Life today; service challenges and what customers REALLY need.
Mindsets for service success – what makes the difference.
The key to feeling and being in control.
The repeat theme – the need for ‘a human touch’.
How to achieve ‘personalisation’ for the customer and for you.
Structure and managing the interaction; by phone, face-to-face and remotely.
The impact of body language; even when you’re on the phone.
Using six aspects of your voice to greatest effect.
Seven language habits; single words that make a customer's reactions worse.
Positive and pro active language that really helps.
How to break ‘word’ habits.
How to be in control, yet enable the customer to feel in control.
Listening habits (what’s yours?) and three levels of listening.
Demonstrating empathy, validation and understanding.
Presenting solutions in a positive, initiative-taking and personalised way.
How to sound authentic, real, natural and focused.
Dealing with a ‘no’ response and how to say ‘no’ to the customer.
Myths about complaint handling.
How NOT to apologise; how to perfect an apology.
Handling complaint challenges and ‘I want to speak to a manager’.
Understanding different customers’ approaches and reactions.
Developing resilience, self-control, and confidence.
Best practice follow-up tips.
Managing next stage objections.
Best practice; ‘say it in writing’ and email tips.
Building rapport and long term-business.
We have plenty of other topics relevant for customer service people and their managers.
Here are some examples: