Front Line Customer Service Level I
Serve customers better with enhanced communication and people skills.This intensive two-day session will help you develop the skills you need to deliver excellent customer service. You'll learn how to use communication skills to improve customer relationships - including how to turn dissatisfied customers into loyal customers. Plus, you'll discover proven tips on how to minimize stress and keep yourself in a positive frame of mind while on the job.
You will learn to:
- Identify interaction styles, maximizing daily communications
- Deal effectively with different customer types
- Handle difficult customer interactions successfully
- Distinguish between your customers needs, perceptions and expectations
- Learn which stress triggers most affect you and your customers and how to best manage it
- Improve communications quality - in person, on the phone, using voicemail or email
What you will Cover:
- Costs of Satisfied vs. Dissatisfied Customers
- Four interaction styles: getting to knowing your customer, your team members and yourself
- Strategies for handling difficult customers
- Needs, expectations and perceptions
- How stress affects you and your customer
- Tips for maximizing use of your telephone including voicemail
- Projecting a professional telephone image
- Using body language effectively
- Last resort options for handling out of control customers
