Delivering excellent customer service is paramount to any organization's long-term survival. Our 1-day customer service workshop will provide participants with the tools and skills to provide outstanding customer service thereby creating a loyal customer base.
This class is suitable for any person who regularly deals with customers, be it face-to-face, via email or over the phone. Customers can also be defined as internal customers.
Savvy businesses know that staff who deliver great customer service, resulting in greater sales and customer loyalty, are indispensable. The best customer service reps are highly valued and are often promoted to more senior roles.
The attitude and communication skills participants learn on this class will quickly enhance their reputations and boost their careers.
In this lesson we start off by defining customers (both internal and external). We discuss what customers want and then define what great customer service looks like in today’s world.
Great customer service may look different for a millennial than it does for a baby boomer, so we look at the generational differences of the 4 major generations of today, namely the baby boomers, generation x, the millennials, and generation z.
Repeat business or customer loyalty is the lifeblood of any organization. In this lesson we define a lifetime customer, and what drives a customer to remain loyal. We also consider the cost of losing a customer.
Establishing the right attitude is key to delivering great customer service. In this unit we will explore all the characteristics of a high performing customer service representative.
Learning to communicate well is key to delivering outstanding customer service. In this lesson participants will learn to make a great first and lasting impression, how to build rapport with customers, how to engage in active listening to better understand the customer’s needs, how to read body language to help in reading a situation, the power of asking questions, using language that engages and influences, and finish off with learning 5 key communication principles.
A large proportion customer engagement today takes place via email. This has tremendous advantages and disadvantages. We learn what customers expect using this medium, how to write effective emails and good email etiquette.
A complaint is often a gift for a business. In this lesson we review the ground rules for receiving a complaint, hot buttons and forbidden language.
Dealing with difficult or angry customers can be a challenge. In this lesson you will learn seven diffusing techniques and how to best manage your own emotions. You will learn to disengage, a useful technique when dealing with an aggressive customer, and ways for your customer to save face and avoid an embarrassing situation.
Finding ways to say “yes” and offering your customer choices is a great way to empower the customer. Following up will ensure the customer is fully recovered.
Here we look at the importance of customer feedback and different methods for collecting feedback. Net Promoter Score (NPS) is a great method for measuring customer satisfaction.
The class finishes off with practical tips on what should be done in 10 unique situations such as when a customer asks for a discount, when a customer threatens to defect to the competition, or when a customer expresses displeasure.
Our outlines are a guide to the content covered in a typical class. We may change or alter the course topics to meet the objectives of a particular class.
"I learned a great deal from my training today, both for my professional and personal development. Lena was excellent! She used a number of different approaches to help me understand and listened to my thoughts and views. I would encourage others to attend this workshop. "Meloney Zeeb | Envoy Health
"WOW, Carol is absolutely amazing! She is grounded, created a very safe space, authentic, powerful, on-point, passionate, masterful, insightful, present and beautiful! This has been one of the best courses I have taken in my professional career. Thank you Carol!"Michael Rahman | REME
"I haven't taken classes in a very long time. I am very happy with this class. I have learned a lot. Many things I didn't know nor realized I needed. I definitely would love to take another class with instructor Carol. I think time management class would be lovely with her."Susie Moore
"I really enjoyed this class and take with me a lot of valuable strategies that I will use in my current position and moving forward. The instructor had great hands on activities and made it a fun experience; as well as, an informative class."Vanessa Soto | CaesarStone
"I was so pleasantly surprised by how much was covered in three days. There were just two of us in the class, but even if it were 10 of us, I think I'd have the same experience. Eva was so much fun, shared a lot of great information and knowledge and I really appreciated her real-life experiences with us. I can't wait to take Customer Service Advanced."Traci Toutant | Magnetar Capital
We have trained thousands of employees from all different industries.
Happier and less stressed workforce
Lower staff turnover
Better internal communication
Improved internal co-operation
Each class is fully customized to your needs, and how your organization engages with its customers.Obtain Pricing
Whether you’re a small team of 10 or a large organization of 10,000 employees, whether you work in commerce or public service, we can assist you in defining and developing a training program that includes:
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