The Art of Giving and Receiving Good Service
Participants will evaluate their current customer service skills to create individual strategies for improvement. We will focus on reviewing positive skills, creating an action plan for improvement, developing measurable service standards, and attaining continuous improvement in customer service skills.
- Sending the right message through body language and voice control
- Saying no when you can't say yes
- Winning over a difficult customer
- Managing stress instead of stress managing you
- Recognizing your customers' working styles
- Developing good service habits
- By allowing angry customers to vent their feelings without interrupting them, you provide an opportunity for them to vent their frustration and anger.
- Always spell your name to customers without them asking you to do so. It is a polite introduction on your part and a way to disarm their plan to take the offense.
- Always empathize with the customer's complaint. This reinforces your similarities and minimizes your differences.
Additional Customer Service Seminars Available
Effective Communications through Enhanced Customer Service
This course is a one-day seminar designed to improve customer service skills of personnel who communicate with clients by telephone and e-mail. The telephone component is a half-day seminar and the e-mail component is a half-day seminar. This training can be booked as a one-day offering or as separate half-day offerings.
A Flash of the Obvious - Introduction
Customer wants and needs - an experiential exercise
Common Customer Complaints
Words and phrases that irritate customers
How Do You Sound
Telephone voice self evaluation
A Way with Words
Developing "can-do speak" Re-phrasing exercise
Dealing with upset, angry, dissatisfied, misinformed, demanding or surly customers
Addressing Problems (opportunities)
Seven progressive steps to problem resolution
Why Customers Become Irate
Experiential discovery exercise
The Importance of Listening
How to hear what is not said and confirm what was heard
Voice Mail and General Tele-standards
Departmental greetings, Desk telephone greetings
Experiential exercise of re-stating common telephone responses
E-mail Component: Six Principles of Effective E-mails
The Organization of an E-mail:
How to organize your information so it's "reader-friendly"
Ways to be E-mail Savvy:
How to respond to customers with sensitivity and political correctness
Following E-mail Etiquette:
How to avoid committing an e-mail faux pas
The Elements of an E-mail Message:
How to make the most of an e-mail's three components
How to Edit your E-mails:
How to evaluate your e-mail's content and organization to achieve a professional appearance
Using a Spell Checker Program:
What can Spell Check do-and what can't it do
- Read your e-mail more than once, and be sensitive to the possibility of various interpretations.
- When talking to a customer, avoid thinking of what to say next while the other is speaking.
- State your main idea at the beginning of your e-mail-readers want to know what you are writing about as soon as they start to read.
- Don't assume you know what the customer is going to say and let your attention lapse.
- Keep your e-mails narrow in scope-follow the adage, "One e-mail/one topic.
Dealing with Angry and Difficult Customers
Successfully Turning Around Customer Complaints
Sharpen your customer service skills and build confidence in your ability to turn an angry complainer into a satisfied – and loyal – customer. This dynamic workshop is designed to help solve customer problems and build goodwill.
Participants will learn the most effective strategies for the following:
- Staying calm and confident when pressure is on
- Dealing with angry or upset internal and external customers
- Focusing on fixing the problem – not placing the blame
- Making empathic responses to customer concerns
- Convincing the customer that you are ready, willing, and able to help them
- Making the customer your “partner” in finding a satisfying solution
- Dealing with the cumulative frustration and stress that are an inherent part of the support professional’s job
The following topics will be addressed and discussed:
- Customer Service Standards and Goals
- The Art of Customer Relations
- Disarming complainers. Helping them feel good about themselves and you
- Empathy or sympathy? The big difference
- Understanding Customer Needs
- Searching for the facts; probing without offending
- Identifying personality types and anticipating their reactions
- Looking at the problem from the customer’s angle
- Developing effective strategies to keep problems from escalating
- How to keep your own reactions under control
- What to do when a customer tunes you out
- When to turn a complaint over to your boss or another department
- Handling Difficult Customers
- What to do to turn down the heat and disarm the difficult types
- Actions to take when the customer is angry
- Strategies that position you as a helper – not an adversary
- How to keep the long winded brief . . . the loud quiet . . . the grumblers happy. . . the abusive polite . . . the angry calm
- Taking Care of Yourself
- Dealing with negativity
- A positive approach to stress
- Leaving work at work
We recommend using real case studies from client organizations in this workshop. Names, file numbers, and other identifying information can be changed to protect confidentiality. We can also include your organization’s customer service policies in the handout materials.