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Customer Service Skills (2 Days)

This is a two-day workshop that provides an introduction to customer service and telephone skills. The workshop also covers working with unhappy customers and exceeding customers’ expectations.

 

Pre-requisites

  • None

Objectives

Upon successful completion of this course, students will be able to:

  • Apply basic customer service skills.
  • Use active listening skills.
  • Use telephone skills.
  • Work with unhappy customers.
  • Exceed customers’ expectations.

Course contents

The Basics of Customer Service

  • The Costs of Poor Customer Service
  • Who is the Customer?
  • External Customers
  • Internal Customers
  • Managing Customer Expectations
  • The Importance of Expectations
  • Influencing Customer Satisfaction
  • Changing Your Focus
  • Projecting a Positive Attitude
  • Where Does Attitude Come From?
  • Who Pays Your Salary?
  • Who Do You Like?
  • Why Do You Have a Job?
  • The Positive Attitude Test
  • Documenting Customer Concerns
  • Embrace the Complaint
  • Resolving, Tracking, and Assessing
  • Concerns
  • Working as a Team
  • Understanding the Process
  • Being a Team Player
  • Communicating with Others

Listening Skills

  • Introducing Listening Skills
  • Examining Your Listening Skills
  • Active Listening
  • Re-examining Your Listening Skills
  • Empathetic Listening
  • Using Questions
  • The Role of Silence
  • Interpreting Responses
  • Recognizing Individual Sensory Modes

Making a Connection: Telephone Skills

  • Making a Good First Impression
  • Understanding the Importance of the First
  • Meeting
  • Using Your Skills
  • Using Your Seven Seconds
  • The Basics of Making a Good Impression
  • Using Your Skills
  • Identifying Callers’ Requests
  • Finding Hidden Messages
  • Gathering Information
  • Using Your Skills
  • Taking Messages
  • Using Your Message Taking Checklist
  • Could I Speak with Mr. Bolo, Please?
  • He Is at His Shrink’s
  • He’ll Be Back in a Bit
  • May I Take a Message?
  • Taking a Message Accurately
  • Using Your Skills
  • Placing Calls on Hold
  • Asking for Permission Instead of Forgiveness
  • Do Not Ask and Ignore the Answer
  • Why Am I Holding?
  • Timing Is Everything
  • Thank You for Holding
  • Transferring Calls
  • Explaining Why You Are Transferring the Caller
  • Naming Your Replacement
  • Asking for Permission
  • Is Anybody There?
  • Sharing What You Know
  • Using Your Skills
  • Leaving Voice Mail Messages
  • Outgoing Does Not Mean Clever Rambling
  • Replying to Voice Mail Messages
  • Leaving Messages for Customers on Their Voice Mail

Working with Unhappy Customers

  • Resolving Complaints
  • Please Complain to Me!
  • Do Not Say You Are Sorry
  • Empathizing for Profit
  • The Fix Is In
  • Encouraging Feedback
  • Using Your Skills
  • Converting Complainers to Loyal Customers
  • You Want Complainers as Customers
  • Making It Happen
  • Handling Angry and Difficult Customers
  • Understanding Behavior and Your Role
  • Winners and Losers
  • The Key to Resolving Conflicts
  • Maintaining Your Composure
  • Calming Customers
  • Building Trust with Customers

Exceeding Customers’ Expectations

  • Determining What Your Customer Wants
  • Why You Need to Know What Your Customers Want
  • What Do Your Customers Want?
  • Maintaining Flexibility
  • Flexibility Is Custom Services and Products
  • Integrating Flexibility
  • Flexible from the Beginning
  • Be as Flexible as the Customer
  • Overdelivering in the Wrong Area
  • Developing Partnerships
  • Owning Problems
  • Partnering Means Asking
  • What Else Can This Thing Do?
  • Partnering with an Interest
  • Encouraging Customer Feedback
  • The New Coke Lesson
  • Opportunities for Feedback
  • What Happened to All the Customers?

Making a Connection: Telephone Skills

  • Making a Good First Impression
  • Understanding the Importance of the First
  • Meeting
  • Using Your Skills
  • Using Your Seven Seconds
  • The Basics of Making a Good Impression
  • Using Your Skills
  • Identifying Callers’ Requests
  • Finding Hidden Messages
  • Gathering Information
  • Using Your Skills
  • Taking Messages
  • Using Your Message Taking Checklist
  • Could I Speak with Mr. Bolo, Please?
  • He Is at His Shrink’s
  • He’ll Be Back in a Bit
  • May I Take a Message?
  • Taking a Message Accurately
  • Using Your Skills
  • Placing Calls on Hold
  • Asking for Permission Instead of Forgiveness
  • Do Not Ask and Ignore the Answer
  • Why Am I Holding?
  • Timing Is Everything
  • Thank You for Holding
R5,450
2 days
May 14 to May 15
8:30am - 4:30pm

Book your place

(15 places available)