Course Outline · 2 Days
communication skills for customer service staff
Front-line customer service representatives, client support staff, and relationship officers
The “Communication Skills for Customer Service Staff” training programme is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This programme consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.
At a glance
- Duration — 2 Days
- Who it’s for — Front-line customer service representatives, client support staff, and relationship officers
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Interactive role-play and practical activities
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Game-based learning
- Best practice theory exploration
- Keep a happy and passionate attitude by figuring out what gives you energy and using techniques to boost your energy levels.
- Control the flow of the conversation and employ statement-question techniques to enhance customer comprehension and provide proactive customer service.
- Improve listening skills and recall customer information to gain a deeper understanding of their requirements and to increase customer satisfaction.
- Develop effective techniques for acknowledging and concluding a conversation in order to leave a favourable impression and develop confidence in customers.
- Identify customer characteristics using profiling techniques and adapt communication strategies to effectively engage various customer groups.
- Develop the ability to manage strong emotions during consumer interactions and to negotiate solutions that benefit both parties.
Energy and Passion for Customer Service Staff
- Understand the elements that drive our behaviour
- Discover the factors that impact upon our energy levels
- Explore how to drive up energy in a real-time environment and maintain it
- Develop a technique to maintain a positive and passionate state
Proactive Customer Management for Customer Service Staff
- Understand the customer and business benefits of effective conversation control
- Understand a natural method for controlling conversation flow
- Understand the concept and benefits of the statement-question technique
- Adopt a varied approach to questioning dependent on need
Listening Skills / Memory for Customer Service Staff
- Gauge your personal effectiveness at listening
- Understand how to improve your listening skills
- Improve the ability to recall key customer information to build rapport
- Better understand customer needs
Acknowledgment and Closing Conversations with Customers
- Understand the importance of acknowledgment to elevate customer confidence and rapport
- Develop techniques for effective acknowledgment
- Understand when to move to conclusion and develop conversation closing techniques
- Define the last impression that matters
Customer Profile ID
- Discover a simple model for identifying the customer’s broad characteristics for all conversations
- Know your own Customer Profile ID preferences and how this manifests in your communication
- Explore verbal clues in identifying a customer’s model of the world
- Quickly identify and assign a Customer Profile ID
- Learn how to engage with different Customer Profile ID groups
- Explore the consequences of matched/mismatched approaches
Dealing with Customers Showing Strong Emotions
- Understand that intensity comes from emotion
- Explore “What response am I looking for?”
- Develop two different diffusion techniques
- Apply and practise — role-play activity
Negotiation
- Understand the elements of negotiation
- Explore compromising and trading off
- Discover how to conclude a negotiation
- Practise negotiating win/win solutions
Competitive review game — An exciting review challenge (PowerPoint Game) to end your training on a high note!
Tell us your team size, dates and objectives and we’ll tailor the delivery to your business.