Customer Service Skills
This training Provided by Solomon People Solutions course will introduce you to new skills that will help increase your performance and the support you offer your team, department and manager.
This two-day intensive workshop is intended to improve customer service abilities across a variety of industrial sectors. The program teaches participants critical tactics and strategies for improving customer interactions, resolving issues, and providing a great customer experience.
- Understand Customer requirements: Identify and evaluate customer requirements and expectations.
- Improve Communication Skills: Utilize effective verbal and nonverbal communication skills.
- Handle Difficult Situations: Handle consumer complaints and disagreements properly.
- Develop tactics for creating and maintaining excellent customer connections.
- Improve Customer Satisfaction: Develop ways to increase overall customer satisfaction and loyalty.
- Customer Service Representatives: Individuals who interact with customers directly.
- Frontline Staff: Employees in roles that involve customer engagement.
- Sales and Support Teams: Those who provide support and sales services.
- Managers and Supervisors: Leaders who oversee customer-service teams and processes.
- Introduction
- Definition of Customer Service
- Importance of Customer Service
- Impact of Customer Service on Business Success
- Understanding the Customer
- Identifying Customer Needs and Expectations
- Customer Personas and Their Importance
- Active Listening Skills
III. Communication Skills
- Verbal Communication
- Tone of Voice
- Clarity and Conciseness
- Non-Verbal Communication
- Body Language
- Eye Contact
- Written Communication
- Email Etiquette
- Chat and Messaging Etiquette
- Problem-Solving and Conflict Resolution
- Identifying the Problem
- Techniques for Effective Problem-Solving
- Steps for Resolving Conflicts
- Handling Difficult Customers
- Professionalism
- Maintaining a Positive Attitude
- Building Rapport with Customers
- Time Management
- Ethical Conduct
- Customer Service Processes and Best Practices
- The Customer Service Process Flow
- Best Practices for Customer Service
- Using Customer Feedback to Improve Service
VII. Handling Customer Inquiries
- Types of Customer Inquiries
- Techniques for Efficient Inquiry Handling
- Use of Customer Service Tools and Technologies
VIII. Stress Management
- Recognizing Stress in Customer Service
- Techniques for Managing Stress
- Importance of Work-Life Balance
- Role-Playing and Practical Scenarios
- Role-Playing Common Customer Service Scenarios
- Practicing Responses to Difficult Situations
- Providing and Receiving Feedback
- Continuous Improvement
- Importance of Ongoing Learning and Development
- Resources for Continuing Education in Customer Service
- Setting Personal Goals for Improvement
- Conclusion
- Summary of Key Points
- Q&A Session
- Final Thoughts and Encouragement
How you benefit attending this program?
- Skills Development: Learn practical skills and tactics for dealing with diverse customer service circumstances.
- Increased Confidence: Gain confidence in handling client encounters and resolving difficulties.
- Career Advancement: Improved abilities can lead to higher work performance and opportunities for advancement.
- Personal Satisfaction: Improve your capacity to favorably impact client experiences.
How your company benefits by sponsoring you to this program?
By sponsoring you to this program, your organization will be able to:
- Increased Customer Satisfaction: Improved abilities result in better customer service and higher levels of satisfaction.
- Reduced Employee Turnover: Employees that are more equipped are more likely to feel secure and less worried, which lowers turnover.
- Positive customer interactions help to build a stronger brand image.
- Improved operational efficiency: Streamlined service procedures and enhanced problem-solving abilities.
Here is what some of the previous participants of this program had to say:
“We learnt a lot of new techniques which will help us to implement in our organisation”
“It was brought across to us in a such a way that we have go back and implement”
Beginning of the program:
Each participant has to fill in a pre-training need form to ascertain their expectations that can be catered to by the facilitator.
At the end of the program
Each participant has to submit a Post Training Action plan for implementation and to ascertain the Return on Investment.
