Managers, supervisor and employees who are determine to steer companies towards consistently strong customer service
This training is designed by experts to boost leadership skills. It has been trained and updated since 2010.
Take full advantage of the combination of this live training and the eTraining access offered afterward. An exclusive offer in the Kenyan market.
Do not just wait to gain experience through time and hardship. This training will allow you to boost your leadership skills NOW and gain a life time experience in just few days.
While many companies promise to deliver an incredible customer experience, some are better at delivering than others.
This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
It is all about the critical elements of customer service: a customer service focus that is defined within, and given life by, your organization. In order to be successful, this focus must be reinforced every day, measured, and improved upon.
Demonstrate a customer service approach
Understand how your own behavior affects the behavior of others
Demonstrate confidence and skill as a problem solver
Apply techniques to deal with difficult customers
Make a choice to provide customer service
What is customer service? Who are your customers?
Meeting expectations
Setting goals
Communication skills and telephone techniques
Dealing with difficult customers and people
Dealing with challenges assertively
Dealing with stress
The first critical element: A customer service focus
The second critical element: Defined in your organization
The third critical element: Given life by employees
The fourth critical element: Be a problem solver
The fifth critical element: Measure it
The sixth critical element: Reinforce it
In this 2 day training, participant will have the chance to engage with a professional qualified trainer and coach and participate in numerous exercises and live quizzes to acquire the skills, theories, methods in this training.
2 days. On Demand
What’s Included:
Related Training:
Course Overview
The first part of the day is about getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
What is Customer Service?
This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.
Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.
Meeting Expectations
This session will focus on the critical areas that customers have expectations for.
The Second Critical Element – Defined in Your Organization
In this session, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.
The Third Critical Element – Given Life by the Employees
Next, participants will explore why customer service must be a philosophy that is practiced by all employees.
Pre-Assignment Review
Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.
Setting Goals and Targets
During this session, we will look at setting long- and short-term goals and creating a vision of the customer service we aim to achieve.
Communication Skills
This session will give participants an introduction to key communication skills, including empathy, body language, asking questions, and listening.
Telephone Techniques
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
Dealing with Difficult Callers
During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
Dealing with Challenges Assertively
There are many types of unexpected challenges that we encounter every day. Participants will work in small groups to develop responses to some of these issues.
Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.
Dealing with Conflict
In this session, you’ll learn how to get to the heart of a problem and describe difficult behaviors. You’ll also learn some techniques for managing difficult situations.
The Fourth Critical Element – Be a Problem Solver
In this session, you’ll learn tools for reducing conflict. We’ll also cover a six step problem solving process to help you tackle big problems.
Seven Steps to Customer Problem Solving
Next, we will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play. We will also look at a six-step process that you can use to turn unhappy customers around.
The Fifth Critical Element – Measure It
The only way to know what’s really going right and wrong is to measure regularly. This session will give participants some ideas for measuring customer service.
The Sixth Critical Element – Reinforce it
Next, participants will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.
Dealing with Stress
This session will offer some quick, easy ways to destress in any place, at any time.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form :(
