CONN.E.C.T.

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:

Explain what effective communication is
Explain why being Proactive is the best approach to customer service
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