There are two major reasons to deliver customer service: repeat business and happiness. Sales turn prospects into new customers. Service turns new customers into repeat customers. Service also makes customers happy! Happy customers are much easier to deal with than irate customers. This colony of penguins is a happy bunch - learn to keep your colony of customers just as happy.
This workshop is for professionals who want to make a significant contribution to their company's image or bottom line and make their own lives easier.
Course Outline:
SECTION 1: Being Customer focused (on the telephone and face-to-face)
- What does it mean to be customer focused?
- Clear your mind
- Offer prompt service
- Be present with your customer
- Prepare your professional voice
- Offer your standard greeting
- Be prepared before you respond
- Creating the best first impression
SECTION 2: Body Language
- What do our bodies say?
- Emotions
SECTION 3: Communication & Communication Barriers
- What is a Skilled Communicator?
- Asking Questions
- Probing
- Listening Skills
- Barriers to Listening and Communication
- Active Listening Skills
SECTION 4: The Phonetic Alphabet
SECTION 5: Elements of Customer Service
- Quiz Time
- Pebble Demonstration
SECTION 6: Identifying Customers and Competitors
- Identifying Internal Customers
- Identifying External Customers
- Identifying Competitors
- The Competitive Edge
SECTION 7: Identifying & Meeting Customer Needs
- Understanding Needs and Expectations
- Benefits of Meeting Customer Needs
SECTION 8: Attitude
- Optimistic
- Objective
- Deliberate
- Determined
SECTION 9: Forbidden Phrases & Soft Language Skills
- Overcoming the Forbidden Phrases
- Converting Hard Language into Soft Language Skills
SECTION 10: Dealing With Challenges
- Daily Challenges
- Solutions
SECTION 11: Dealing With Problem Customers
- Step 1 - Listen
- Step 2 - Empathise
- Step 3 - Apologise
- Step 4 - Problem-Solve