Overview
Increase customer and employee satisfaction by improving communication and problem solving skills. This course will provide skills, ideas and techniques to improve customer service along with an opportunity to practice using real-life situations.
The Problem
Unsolved problems
Frustrated customers
Stressed customer service representatives
Customer service representatives don’t understand “up selling”
Your CSR team is not empathetic
Our Solution
To Learn...
To identify and understand the needs and expectations of internal and external customers.
How to read various customer behaviors and make adjustments to communication based on those behaviors.
How to reduce stressful situations.
Various skills using scenarios and role play.
Course Outline
Customer Service: Define customer service, impact on the organization
The Customer: Who is the customer?, customer needs and expectations, understanding customer behaviors
Communication: Communication techniques based on behavior, building verbal skills, using positive language, telephone techniques, reducing stress
Scenarios And Role Play: Strategies For Success!