Welcome to our Customer Service Training page:
Introduction
SHARPEN YOUR SKILLS
Lean and apply proven customer care techniques, behaviour and attitude. Get customers to like you and form postive impressions of you and your organisation
IMPROVE CUSTOMER EXPERIENCE
Deliver and Manage service better
Understand that good service is good selling
Make them feel comfortable around us, while doing business with us.
ENJOY CUSTOMER LOYALTY
People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them want to come back.
Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. Telephone Communication is central to any organization’s development, as it is often the only thing that distinguishes one business from another. People are under enough stress in today’s world. If we want to win their heart and business, we should be the ones who take their stress away. Make them feel comfortable around us, while doing business with us. Make them want to come back. A good way to do that is by focusing on using positive language in customer service. Words have that power. They can help you create a long, trustful relationship with customers.
This 100% activity-based session is designed to help participants to service and prosper through a service driven culture. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of service. The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun!
Training objectives
Deliver and Manage service better
Understand that good service is good selling
Structure calls and other forms of customer contact more effectively
Improve questioning and listening skills
Using the Customer Centric Approach, identify customer’s real issues and match with appropriate solutions
Build better relationships with customers using empathy – a customer-centricity tool
Recognize each customer’s unique emotional trigger and tailor dialogue accordingly
Write effective and impressive emails
Enhance Customer Experience
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Key elements of a WORLD CLASS Customer Experience excellence
Attitude
Skills
Knowledge
Behaviour
Group presentation
Empathy – Putting Emotional Intelligence to work
Understanding customer’s perspective, emotions, wants and needs
Developing your Empathic Customer Experience Statement
Learning to use empathic dialogue to develop trust
Exercise: Developing empathic statements to use according to actual customer issues
Rapport Building Communication Flow in complaint situations
Active Listening
The L.I.S.T process (Acknowledge, probe, solve)
Identifying actual customer complaint scenarios
Exercise: Developing complaint handling dialogue
Role play
Professional / Articulate Speaking
Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Trainer demo through participant interaction
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Positive body language in complaint situations
Conveying non-verbal impressions
Synchrony vs Dyssemia
Slide presentation – Do’s & don’ts of body language
Developing a customer-centric service mindset
Self - diagnosis
Service Dimensions All Customers Care About
Exercise: Are we fulfilling those dimensions?
Exercise: What needs to be done?
De-fusing angry customers
During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
Why do customers get angry?
Managing / filtering our own emotions
Managing the customer’s emotions – A structured approach
Role play sessions on real scenarios
Email Writing Skill & Best Practices
Group exercise – Customizing the trainer’s templates to the client’s business
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Shahrukh Moghal
Accredited & Certified by:
Human Resource Development Corporation
Under Ministry of Education, Malaysia
Shahrukh is the man behind The PLEASE! ™and LEAP! ™Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate Especially in Contact centre customer service, Face to face customer service, Telesales and Debt collection through phone.
Shahrukh’s youtube channel including frontliner skills development modules is as follows:
https://www.youtube.com/user/shahtrainer/videos
To view TESTIMONIALS given by clients, please click here:
http://www.contactskills.com/testimonials.html
In depth and detailed profile is available upon request.
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Recorded live
Empathy in Customer Service
Training by Shahrukh Moghal
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Recorded live
Angry customer training
Training by Shahrukh Moghal
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Recorded live
Customer-centric mindset
Training by Shahrukh Moghal
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