CUSTOMER SERVICE SKILLS TRAINING WORKSHOP
Never before in history has the customer been faced with such a wide range of choice’s in the marketplace. A state of constant partial attention, combined with a plethora of choice in both products, services and from whom they are consumed, means that your chances of being noticed in an ever deepening "sea of competition" are not only slim, but will continue to get slimmer in the future!
Studies show that 70% of the reason a customer will return is based upon their interaction with your staff. That means that only 30% of your ability to keep customers happy is based upon your product or service features alone.
This customer service skills seminar gives participants new insight into specific customer behavioral styles. It teaches students to address both the personal and process needs of the internal and external client. Students learn to implement easy to use customer service models for working with customers who are disgruntled and who have had service disruptions. This workshop focuses on building internal communication skills to keep team members aware of customer concerns.
This customer service skills workshop employs practice exercises and role-plays including a benchmark to assess a participant’s current customer service skill level. It focuses on building new commitment to the organization’s mission of maintaining happy clients. This course is great for addressing customer service skills for IT professionals as well.
Participants will learn to:
Class Size: Up to 16
- Identify current gaps in customer service
- Pinpoint current areas of customer service excellence
- Gauge client behavioral style and know how to interact
- Listen better to be able to understand client needs
- Proactively respond to client emotions to solve problems
- Say NO and keep clients happy
- Prioritize workload based upon customer need
- Increase communication skills internally to better serve clients
"Thanks a lot for your time and for helping us learn and apply new customer service and management skills. The Workshops were interactive and put us into real-live scenarios. We especially appreciated the instruction and the participation of all our fellow team members. That really made this fun. Awesome!" View Full Letter (PDF)
Customer Success Managers
"I want to take a moment to thank-you for the workshops Fathom Corporate Training facilitated for our Customer Service Representative teams recently. The customer service skills workshop was right on target and was well organized and presented. As American Airlines further solidifies our merger with US Air, it is critical that we continue to focus on providing exceptional customer service. Your past experience in the airline business certainly helped Fathom ramp up for this project and understand our needs." View Full Letter (PDF)
Senior Director, Corporate Sales and Marketing Programs
American Airlines, Inc.
"The negotiation and conflict resolution sections as well as how to address customer personality types were very helpful."
"We dug in deep to look at relevant gaps in our service and came out with a plan for improvement."
"The session covered not only customer service, but other very useful tools as well."
"Our customer has indicated that they aren’t hearing any complaints and the feedback we are getting from agents is getting better. Thanks again for a great training."
Client Relations Manager