When people call your organization, do they receive warm, friendly support or do they speak with technically competent people who want to help, but lack the skills needed to provide great customer service?
In this workshop, participants will learn:
1. The best practices used by high performing customer service organizations.
2. The difference between “Technical” language and “Emotional” language, and how it affects your caller’s perception of the service they receive.
3. How to deal with the anxiety and time pressure callers feel when they want help.
4. Three rapport building techniques to calm upset callers.
5. Five questioning skills to gather information, so you can solve your caller’s problem.
6. Three active listening skills, so your caller feels heard and understood.
7. Five key phrases to create an outstanding customer service experience.
8. Five key phrases to avoid, because they create an adversarial relationship between your team and their callers.
9. The “ask – inform – confirm” model to politely resolve your caller’s issues and keep them happy at every stage of the problem solving process.
10. An action plan to improve your team’s customer service performance.
This workshop utilizes accelerated training techniques such as case studies, role-plays and simulations to help attendees learn more effectively. The suggested class size is 8-20 participants to allow maximum interaction. This workshop is available as either a half-day or full-day session. The full-day session provides more in-depth information, so your contact centre can boost its performance even further. At the end of the seminar, each participant will leave with an implementable action plan to deliver even better customer service.