Customer Service Skills Workshop
Customer service can be challenging, especially with difficult, demanding customers who won’t take no for an answer. The Customer Service Skills workshop brings a slew of useful techniques, role plays, and confidence to non-technical customer support teams.
This one-day workshop uses small-group techniques, multiple role plays, and individualized post-training action plans to ensure that the training is not only fun and informative, but leads to long-term behavior changes.
Topics covered include the following.
Communication Skills
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Listening skills: the basis for effective service
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The importance of tone
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“Magic” words: good and bad
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Effective communication skills on the phone: phone etiquette, articulating, greeting customers, concluding calls, making outbound calls, leaving messages, transferring calls, handling conference calls
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Effective email communication including creating professional messages and when to pick up the phone rather than use email
Working Effectively with Customers, including Difficult Customers
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Taking control of the call
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Saying no (nicely)
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Shielding customers from internal issues
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Customer styles: what they are and how to flex to them
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Working with upset customers
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Working with multilingual and multicultural customers
Time and Stress Management
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Time management in a support environment where interruptions are a normal part of the day
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Stress management, focusing on proactive and reactive techniques to minimize stress
We customize each delivery to suit your exact needs. For more information or to schedule a session, please contact us.