Session Length:
30-minute pre-session 2 to 4 (90) minutes sessions
Overview:
By the time a consumer reaches a live customer service rep, their patience has often been tested. Between longer wait times because of COVID or the requirement to talk to a computer before gaining access to a live customer service rep, consumers often greet customer service reps with a less than delightful attitude.
In this session, we’ll focus on the customer service skills that you need to succeed in this ever-evolving consumer environment.
Target Audience:
All employees who have direct interaction with customers, managers, sales representatives, customer service representatives’ receptionists, technical support, and billing and collection specialists.
The Problem:
Customers are stressed and impatient
Civility is becoming a lost art
Businesses are losing customer loyalty and repeat business
Individuals don’t appreciate the impact of customer service on the organization
Individuals don’t have the skills to address challenging consumers
Our Solution:
To Learn to…
Understand the impact of customer service on the organization and the bottom line
Identify consumer’s preferred communication style
Improve communication skills for increased understanding
Identify strategies to manage challenging situations
Go beyond just “satisfied” customers
Course Outline:
Customer Service Impact: Repeat, referral, and retention
Communicate Styles: Adjusting communication to fit the style of the customer
Developing and Delivering a Positive Service Attitude
Basic Problem-Solving Skills
Strategies to Manage Challenging Customers and Emotions
Need A Live Virtual Instructor-led Workshop?
Ready to discuss your live virtual instructor-led training needs customer service essentials for your group? Schedule a call at 800-807-8030 ext.1 or fill out the form below. We look forward to connecting with you.