Mastering Communication Skills for Customer Service Managers/Staff for Maximum Results

Duration:

  • 2 Full Days

Delivery methods:

  • Self-discovery and critique
  • Group exploration and facilitator-led discussions
  • Game-based learning
  • Practical exercises
  • Best practice theory exploration

Overview:

The “Communication Skills for Customer Service Managers and Staff” training program is designed to assist all front-line customer service managers and staff in enhancing their communication skills in order to provide a positive experience for customers. This program 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.

Course objectives:

By the end of this training course participants will be able to:

  • 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 favorable impression and develop confidence in customers.
  • Identify customer characteristics using profiling techniques and adapt communication strategies to effectively engage various customer groups. Also, develop the ability to manage strong emotions during consumer interactions and to negotiate solutions that benefit both parties.

Target Audience:

All front-line customer service managers and staff who interact with customers regularly.

Course outline:

Module 1: Energy and Passion for customer service staff
  • Understand the elements that drive our behavior
  • 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

Module 2: 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

Module 3: 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

Module 4: 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 & Develop conversation closing techniques
  • Define the last impression that matters

Module 5: Customer Profile ID

  • Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations
  • Know your own Customer Profile ID preferences and how this will manifest in the way that you communicate
  • 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

Module 6: Dealing with Customers Showing Strong Emotions

  • Understand that intensity comes from emotion
  • Explore “What response am I looking for”
  • Develop two different diffusion techniques

Module 7: Basic Negotiation Techniques

  • Understand the elements of negotiation
  • Explore compromising and trading off
  • Discover how to conclude a negotiation

Are you interested to be part of this training?
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