Who is the course for?
This course is ideal for service managers, customer service representatives or any business professional who wants to enhance their customer service skills.
Course overview
Have you ever wondered what happened to good customer service? Do you want your department to be something that people rave about? It all starts with customer service. It is important that your customers feel that they are respected and appreciated. In this course, you will discover how our attitudes affect us professionally and how they can make or break any experience for our customers. The course will enable you to practice effective listening skills, monitor body language and understand how to deal with difficult people. This will help develop an excellent customer service relationship with your customers that will increase repeat business.
Completing this course will help you
Recognize how attitude and service are related within the Service Model.
Identify the key elements of effective communication in the customer relationship.
Utilize the trust equation in our daily relationships.
Apply techniques when dealing with difficult people and situations.
Four Sessions
- 1
The Service Model
Service is a never-ending story that happens every day and it is our job to discover how we can exceed our customer’s expectations. In this module, we will explore the Service Model and how it works in the workplace, and we will identify the proper attitude of service and methods of maintaining it.
- 2
Clear and Consistent Communication
This session will explore the key elements of effective communication in the customer service relationship, including how to be an active listener and adapt to specific communication styles.
- 3
The Trusted Adviser
In this module, we will define trust and the benefits that come when the customer trusts you more. Participants will recognize how trust and trustworthiness are related and learn how to apply the trust equation to their daily relationships. We will also explore Emotional Bank Accounts and examine the concepts of deposits and withdrawals.
- 4
Dealing with Difficult People
Most of the time, when we struggle in dealing with difficult people, it’s not because they are difficult, but because they are different from us. In this module, we will identify the strategies for successfully handling difficult situations, and we will explore the LAST methodology when there is a misalignment of expectations.
Leader Behaviors
Upcoming Schedule
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