Customer service can make or break any company across all industries and is your first line of defense. Successful representatives know how to move a customer from just being satisfied to being loyal. Participants learn to use the tools and techniques for ensuring customer loyalty in a highly competitive market.
Participants will explore:
• Meeting And Exceeding Customers Expectations
Learn how to see things from the customer’s point of view and explore the “7 C’s of Customer Service.”
• Understanding Customer Service
Using a self-assessment of service skills, participants learn how to develop a positive attitude and examine five customer service approaches.
• Using Specific Voice And Speech Techniques
Through a vocal qualities checklist, they will look at their own voice quality, pace, articulation, assimilations, rate, and inflection. Review how posture affects the voice as well.
• Developing Effective Listening Skills For The Telephone
Listening is key to any customer service function, and most especially when on the telephone. Learn effective listening skills and how to make the customer feel heard.
• Beginning The Call
Explore how to develop rapport quickly and easily, how to ask appropriate questions, and how to give the caller options.
• Controlling The Conversation
Discover appropriate ways for controlling the conversation, using the “P/R/C technique,” and how to move the call forward to a close.
• Ending The Endless Call
Learn how to deal with long-winded callers, making sure you indeed have all the information you need, and concluding the call on the right note.
• Handling Angry Callers
Using the listening skills, make sure you really “hear” the actual complaint. Learn a six-step problem-solving process to turn the caller’s focus away from their emotions to the actual problem.