Course Description
Overview
Transform your team to extraordinary with Customer Service Excellence. This LIVE, virtual, instructor-led course will help your team understand the importance of adopting the customer’s viewpoint and becoming a true advocate for the customer. Participants enrolled in this highly interactive, virtual workshop will learn how to strive for an extraordinary customer experience every time by mastering the guiding principles of customer service.
Agenda
WORKSHOP AGENDA
Program time: 3 hours
Session 1: The Customer’s Point of View
Taking the customer’s point of view is essential to understanding what the customer needs.
Define the expectations and basic needs of customers
Summarize what it means to be customer-centric and how that makes customers feel valued and important
Discuss the benefits of adopting the customer’s point of view
Explain why advocating for the customer helps improve service for all customers
Session 2: Three Guiding Principles for Customer Service
While customer service jobs can differ by industry, function and focus, the guiding principles are the same across all customer experiences.
Define the various soft skills needed to project a professional image in all customer interactions
Explain how creative problem solving can increase customer satisfaction and leave an excellent first impression
Describe what a win-win outcome is and how to achieve it
Understand the important correlation between product knowledge and customer experience
Session 3: Handling Difficult Situations
Customer service professionals must be able to reframe a potentially negative experience and find a way to make it valuable, promising and beneficial.
Explain how to effectively manage difficult customer reactions in order to avoid a poor customer service experience
Understand how to take a solution-oriented approach to resolving problems
Recognize the 6 most common customer types and how to tailor your interactions with each
Identify techniques for coping with anger and stress in the workplace to avoid burnout