Note: Customer Service workshops are available for both Face-to-Face customer service or for Call Center audiences.
Providing Outstanding Customer Service
Extraordinary customer service is more than great service, it is service that makes loyal customers that actively promote your business. To be able to provide this type of service you need front-line employees that are confident, proactive, enthusiastic and customer-focused.
This 1-day workshop will provide the tools and techniques that will help you achieve these goals.
Participants will learn how to:
- Incorporate the CARE approach into every customer interaction
- Proactively have a positive impact on every customer interaction they encounter
- Use communication techniques that promote positive and memorable customer interactions
- Anticipate needs and proactively offer solutions
Coaching for Success: Providing Outstanding Customer Service
This coaching package includes the key learnings from the Providing Outstanding Customer Service workshop so the coach can have focused conversation with the person they are coaching. It also includes practical methods and activities for helping workshop attendees incorporate their new learning so that it becomes second nature; something they do naturally without having to access their conscious mind.
Handling Challenging Customer Situations with Finesse and Less Stress
If you have customers, you will have challenging situations. The more challenging the situation, the bigger your opportunity is for exceeding that customer’s expectations and creating raving fans. The goal is to be able to solve the customer’s problem with finesse while reducing or eliminating stress for both the customer and the person handling the situation.
Participants will learn how to:
- Use a variety of techniques to build their resiliency and conflict tolerance muscles.
- Identify personal triggers and develop strategies to avoid getting triggered
- Stay calm under pressure
- Say ‘No’ without having the customer hear ‘No’
- Naturally acknowledge the customer’s feeling and the situation through phrasing, paraphrasing and re-framing Engage customers in problem solving
- De-escalate an angry customer
- Deal with an abusive customer.
Coaching for Success: Handling Challenging Customer Situations with Finesse and Less Stress
This coaching package includes the key learnings from the Handling Challenging Customer situations with Finesse and Less Stress workshop so the coach can have focused conversation with the person they are coaching. It also includes practical methods and activities for helping workshop attendees incorporate their new learning so that it becomes second nature; something they do naturally without having to access their conscious mind.
Need more information, or want to book a workshop or program? Yes Please!
