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

Listening skills: the basis for effective service
The importance of tone
“Magic” words: good and bad
Effective communication skills on the phone: phone etiquette, articulating, greeting customers, concluding calls, making outbound calls, leaving messages, transferring calls, handling conference calls
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

Taking control of the call
Saying no (nicely)
Shielding customers from internal issues
Customer styles: what they are and how to flex to them
Working with upset customers
Working with multilingual and multicultural customers

Time and Stress Management

Time management in a support environment where interruptions are a normal part of the day
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.

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