CONN.E.C.T.

Excel in your Customer Service and Communication skills. Help your customers succeed. This training enables you to support your customer face to face, on the phone, or via email.

SKU: CON201901 Category: Tag:

Description

PROGRAM BACKGROUND:

The CONN.E.C.T. (CONNecting with the customer through Excellence in Customer service Training) course is a program designed to equip participants with the foundational knowledge and understanding of customer service and the communication skills essential in providing excellent transactional (voice) support to customers.

TARGET PARTICIPANTS:

Employees who support customers via phone (voice) or face-to-face and require the fundamental concepts of effective customer service.

CLASS SIZE:

9 (minimum) to 15 participants (maximum)

CLASS DURATION:

16 hours   (8 hours/day for 2 days)

LEARNING OBJECTIVES:

  1. Explain what effective communication is
  2. Explain why being Proactive is the best approach to customer service
  3. Describe what listening actively and responding effectively entails

METHODOLOGIES:

  • Plenary discussions
  • Group tasks
  • Lecture
  • Individual work
  • Reflection
  • Debriefs

PROGRAM CONTENT OUTLINE:

  • Welcome and Introductions
  • About the Course
    • Objectives and Overview
    • Expectation setting
    • House rules
  • Communication
    • Communication Model
    • Barriers to Communication
    • Communication Tools
    • Effective Communication (Main Elements)
  • Customer Service
    • What is Customer Service?
      • Best and Worst Customer Service
      • Proactive vs. The Rest (Levels of Customer Service)
    • The Customer’s Journey
      • Mapping the Journey
      • Gatekeeper or Keymaster: What is your role?
    • Who is the Customer
      • Customer Needs and Expectations
      • Types of Customers
  • The KSA Competency Framework
    • Knowledge. Skills. Attitude.
    • What you need to KNOW
      • Product Knowledge and Support Procedures
    • What you need to DO
      • Listen Actively
        • Verbal Nods and Attending Behavior
        • Empathy
        • Discovery through Questioning (Probing and Clarifying)
        • Paraphrasing and Summarizing
      • Respond Effectively
        • Offering Options
        • Solving the Issue
      • Phone Etiquette
    • Who you need to BE
      • The Right Mindset
        • Confidence and Enthusiasm
        • Accountability
        • Versatility
        • Balance
        • Resiliency
  • Customer Outliers: Challenge Accepted!
    • Handling the Challenging, Difficult and Irate Ones
      • Assertive vs. Argumentative
      • Outliers: Not your Average Customer
        • Managing Disputes/Complaints
      • Use the P.E.A.C.E. technique
  • Fine-tune your Performance (Level Up Strategies)
    • Build and Maintain Rapport
    • Call Control (Back on Track)
    • Polite Markers and Personalization
    • The Forbidden Phrases and Positive Framing
  • Be the Best, Avoid the Stress
    • Causes and Symptoms of Stress
    • Quick tips on Managing Stress
  • Summary and Wrap-up

TRAINING SCHEDULE

CONN.E.C.T.

Additional information

Duration

2 days

Experience Level

Any

Prerequisites

None

Min Participants

10

Max Participants

20