Customer Service Skills Training Workshop
Studies show that 70% of the reason a customer will return or stay 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.
All of us have had customer service experiences that didn’t quite live up to our expectations of a brands promise. Service intensive businesses have their work cut out for them because human beings complicate service delivery.
This workshop gives participants new insight into what customers expect and barriers that exist to providing exceptional service. Participants learn their own as well as customer behavioral styles to better interact. Students gain new insight into effective communication and learn to implement easy to use models for working with customers who are disgruntled and who have had service disruptions.
The session employs practice exercises and role-play to help participants immediately practice new concepts covered.
Participants will learn to:
Identify current personal and organizational barriers to providing exceptional customer service
Assess the 5 quality service factors customers expect
Create and implement a new personal commitment to customer service
Gauge client and co-worker behavioral style and know how to interact for results
Maximize communication using visual, vocal and verbal delivery techniques
Listen better and more fully understand client needs
Proactively respond to client complaints and solve problems
Handle extremely difficult customers appropriately
Deliver excellent service on the phone
Manage conflict internally and externally
Recognize and manage personal stress
Class size: Up to 16
Length: 1 Day Standard, 1/2 Day Option Available
Delivery Method: Public & Private
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)
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)
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.