Customer Service Essentials (1-day)
Equip teams with the tools to master the skills, attitudes, and strategies of exceptional service to win,
and keep clients with greater ease and effectiveness.
Target Audience
All employees and teams who are serving customers in a front-line capacity (could be internal or external customers).
When working with internal or external customers, the ability to deliver great levels of service is critical for sustainable success. This program empowers teams to deliver exceptional service by exploring essential skills and strategies; it covers communication, problem-solving, and composure techniques and reinforces the importance of collaborating within a positive, client-focused environment.
This program is designed to help participants build a comprehensive customer-service toolkit which will include: superior communication skills to establish rapport with clients, the ability to maintain client loyalty in key moments that matter, recover lost clients, showcase genuine care, and regain composure in the face of difficult situations. Participants will also build personal action plans to apply the learning on the job.
We all learn differently. At the core, Boreala Management’s design is inclusive and considers a whole host of participant needs and preferences to ensure a psychologically safe and optimal learning environment. We incorporate activities for experiential learning, inquiry exercises for reflection, guidelines for conceptualization, and simple tools (handouts) for applying the content in the workplace.
- How the context and significance of client service fit in today’s business landscape.
- The importance of collaboration and the role each team member plays in contributing to a client-focused culture
- How our attitudes shape how others perceive us and how we can channel this into outstanding customer service
- Foundational communication and listening skills to increase understanding and trust
- Effective virtual and e-mail communication strategies to get better results.
- The tools to manage client conflicts, effective ways to deliver bad news if required and as a result, build a loyal client out of a dissatisfied one
- How to apply new skills and strategies on the job through a focused personal action plan
OUTCOMES
This program is designed to help participants build a comprehensive customer-service toolkit which will include: superior communication skills to establish rapport with clients, the ability to maintain client loyalty in key moments that matter, recover lost clients, showcase genuine care, and regain composure in the face of difficult situations. Participants will also build personal action plans to apply the learning on the job.
DESGIN GUIDANCE PRINCIPLES
We all learn differently. At the core, Boreala Management’s design is inclusive and considers a whole host of participant needs and preferences to ensure a psychologically safe and optimal learning environment. We incorporate activities for experiential learning, inquiry exercises for reflection, guidelines for conceptualization, and simple tools (handouts) for applying the content in the workplace.
OBJECTIVES
- How the context and significance of client service fit in today’s business landscape.
- The importance of collaboration and the role each team member plays in contributing to a client-focused culture
- How our attitudes shape how others perceive us and how we can channel this into outstanding customer service
- Foundational communication and listening skills to increase understanding and trust
- Effective virtual and e-mail communication strategies to get better results.
- The tools to manage client conflicts, effective ways to deliver bad news if required and as a result, build a loyal client out of a dissatisfied one
- How to apply new skills and strategies on the job through a focused personal action plan
Learning Pathway
Roles, Attitudes and Contributions
- Introductions, challenges and outcomes.
- Importance of the client relationship
- Contributing to a positive client-focused culture
- Attitudes and how they influence our ability to gain trust and loyalty
Communicating to Build Rapport & Trust
- Deepen virtual and email rapport and trust through listening which will include:
- Empathy
- Demonstrating Respect
- Identifying Cues
- De-escalating
- Tips for effective communication
Problem-Solving through Challenges
- Explore problem-solving approaches to overcome customer issues and barriers
- Practice an assertive approach to saying ‘no’ in a constructive way
- 3 step process
Plan & Commit
- Identify your role in contributing to a positive team dynamic and an excellent customer experience
- Explore how both to encourage accountability and also provide support to your team members
- Plan and commit to actions
NOTE: This training has been designed for approximately 8-10 participants. Any changes to this (i.e. mixed level audience, more people or shorter training days) may require modifications to ensure an optimal learning experience
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