Communicate Effectively, Listen, Learn & Build Loyal Customer Relationships

Introduction

This training is designed for support professionals who want to develop and improve the vital skills needed to deliver excellent customer support. This workshop also provides delegates with tools and techniques to substantially enhance their performance and results. It uses individual exercises, games, role play, video presentation and group discussions to emphasize the various topics of learning.

Course Objectives

• Aware that inappropriate values and belief systems can hinder our progress
• Aware how a positive attitude and the right choice guides us forward
• Obtain skills in handling challenging customer service situations
• Listen effectively so you understand what you need to do
• Choose the best response to a complaint
• Structure responses effectively

Key Content

Module 1: Factors that Helps You to Move Forward

• IQ vs EQ
• Motivation
• Attitude and choice
• Change the way you think by rewiring your brain, breaking habits and thinking more positively
• Assess your EQ
• What are the characteristics of an excellent customer service personnel?

Module 2: Web Chat

• What you must do at the start of the web chat
• Words and phrases that shows you're trying to assist
• Ending web chat positively

Module 3: Connect Emotionally

• Showing your commitment
• Adjusting your tone
• Matching your emotions with audience

Module 4: Excellence in Communication

• How to use words to build rapport
• Using positive language
• Structuring the call - providing information without going off track
• Listening more carefully and responsively

Module 5: Asking Questions More Open Endedly and More Creatively

• Asking questions more open endedly
• Using questions to reach out
• Asking pertinent questions and gathering the facts
• Ensuring the customer feels listened to

Module 6: Sharing Difficult Customer Situations

• Understanding your customers' complaints
• Probing and exploring the customer needs
• Managing differnt caller behaviors
• Solid understanding of meeting customers' needs and simply offering or forcing a solution
• Logically solve customers and client needs
• Case study & role play