Course Outline · 2 Days
pathways to service excellence
Frontline customer service representatives, guest relations executives, client support teams, call centre staff, receptionists, and retail service specialists.
The best learning experiences occur when you learn specific concepts, then practise them during the training and walk out with a solid technique you can apply the next day on the job. In this training we will do just that. We will learn the concepts, followed up by numerous hands-on practical activities to practise the skills so you walk out with specific best practice customer service techniques that are essential for you as a professional customer service representative to help you do an even better job than you are currently doing. So, if you want to get even better customer feedback, provide great customer experience and consequently achieve more sales than last year, this training programme is very much for you.
At a glance
- Duration — 2 Days
- Who it’s for — Frontline customer service representatives, guest relations executives, client support teams, call centre staff, receptionists, and retail service specialists.
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Hands-on practical customer service simulation activities
- Game-based learning
- Best practice customer service theory exploration
- Understand how far customer service has evolved and acknowledge the effect of social media.
- Identify ways to deal better with different customer generations (Gen X, Gen Z, Baby Boomers, Millennials).
- Practise active listening and customer lifestyle questioning.
- Learn useful memory tips and tricks to remember customer names and key details important to them.
- Clearly understand the importance of acknowledging both words and emotions.
- Learn a fast, effective technique for de-escalating angry customers.
- Master and apply 10 different best practice customer service techniques immediately back on the job.
Realities of Customer Service Today
- The realities of customer service today
- ROI of customer success
- Dealing with different customer generations (Gen X, Gen Z, Baby Boomers, Millennials)
- Customer lifestyle questioning
Sharpen Your Listening Skills and Memory
- Stages of consciousness
- Active listening skill practice
- Memory tips and tricks
- Acknowledge the words and the emotions
Ten Customer Service Best Practice Techniques
- The service recovery catch
- When dealing with angry customers and customers showing strong emotions
- When you want customers to do something or follow your direction
- When the customer is arguing
- When the customer tells you they are having an issue
- When the customer expresses displeasure
- When turning negative experiences into positive ones
- When the customer has been given wrong information
- When we are in the wrong
- When a customer requests a discount
- When a customer threatens to defect to competition
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.