Front Line Customer Service Level II

This dynamic one day follow up to the popular Delivering Superior Customer Service reviews the key skills taught in the first session and builds on those to create an even more dynamic front line customer service professional. Participants learn about service recovery, how to take a leadership role in change, as well as creating solid dialogue to create positive change. Hands-on exercises will teach participants to look at internal processes, identify gaps and then identify key improvements to move your organization to become a more customer focused organization.

You will learn to:

• Create service delivery excellence both to external and internal customers
• Understand and create immediate action on service delivery issues
• Increase your daily effectiveness with customers
• Send clear, effective and targeted emails
• Create meaningful dialogue with your supervisor/manager
• Respond easily to change
• Taking a leadership role in creating change

Benefits:

• Learn key steps in identifying disconnects which are prohibiting you from becoming a truly customer centric organization
• Identify key steps in initiating, welcoming and adapting to change
• Building on the understanding of different communication types, initiate a partnering dialogue with your supervisor to create clear communication, expectations, and heightened awareness and understanding of performance
• Learn and immediately apply the principles of Service Recovery

What you will cover:

1. Service Delivery Excellence
   
   • Recap the 4 styles of customer communication
   • Customer loyalty: five key steps to making your customers loyal


2. Service Recovery
   
   • Six key steps to rebounding and recovering from customer complaints
   • Listening with specific intent
   • Making customer complaints your best tool for service improvement!


3. Creating a customer centric team
   
   • Learn a technique to map out your current customer related processes, identify disconnects and recommend and implement customer focused changes


4. Customer Communications
   
   • Top 10 hot hits for voice mail
   • Sending clear, concise emails for immediate response


5. Becoming a change agent
   
   • Why change?
   • Being one step ahead of the curve - initiate and welcome it
   • Six steps to adapting to change
   • Leading in change


6. Internal communication
   
   • Initiating meaningful dialogue with your supervisor/manager to clarify your role and gain the support you need to create success on the job.

Seminar Tools:

This hands on seminar will include various learning methods - instructor led, video, self-scoring diagnostic tool, hands on exercises and guided skill practice.

Who Should Attend:

This follow up program to Customer Service Skills I is an important program for anyone who works on the front line with either internal or external customers - customer service representatives, credit and collections agents, technical support personnel, engineering support personnel, human resources, service department reps, help desk personnel, administration or call centre customer service representatives (CSRs).

Course Length:

One day

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