Customer Service Essentials (2-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 dealing with internal or external clients, the ability to deliver great levels of service is critical to success at work. This program empowers teams to excel in delivering exceptional client service by mastering essential skills and strategies; it covers communication, problem-solving, and composure techniques, fostering a client-focused environment to drive tangible success across teams and organizations.
This program is designed to help participants: develop superior communication skills to establish rapport with clients, build client loyalty, recover lost clients, showcase genuine care, and regain composure in the face of difficult situations, and build personalized action plans. It provides dedicated time for in-depth discussion and practise to increase the competence and confidence.
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 customer-service focused culture
- How our attitudes shape how others perceive us and how we can channel this into outstanding customer service
- Communication and listening skills, assessing client communication preferences and adapting them to modes and mental processes of the clients
- Effective virtual & e-mail communication strategies to get better results
- How to apply persuasion techniques to win the client over by framing the service in terms of needs and wants
- The tools to assertively 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: develop superior communication skills to establish rapport with clients, build client loyalty, recover lost clients, showcase genuine care, and regain composure in the face of difficult situations, and build personalized action plans. It provides dedicated time for in-depth discussion and practise to increase the competence and confidence.
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 customer-service focused culture.
- How our attitudes shape how others perceive us and how we can channel this into outstanding customer service.
- Communication and listening skills, assessing client communication preferences and adapting them to modes and mental processes of the clients.
- Effective virtual & e-mail communication strategies to get better results.
- How to apply persuasion techniques to win the client over by framing the service in terms of needs and wants.
- The tools to assertively 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
Role, Attitudes and Contributions
- Introductions, challenges and outcomes
- Importance of the client relationship
- Contributing to a positive customer-focused culture
- Attitudes and how they influence our ability to gain trust and loyalty
Communicating to Build Rapport & Trust
- Deepen rapport and trust through listening which will include:
- Empathy
- Demonstrating Respect
- Identifying Cues
- De-escalating
- Tips for effective virtual and email communication
Adapting to Others
- Assessing the preferred communication wavelength of the client (i.e. visual, auditory, kinesthetic)
- Understanding our preferences
- Responding to others’ preferred communication channels
Persuasion & Problem-Solving
- Win the client over by framing the service in terms of needs and wants
- Reframing techniques to secure a client’s commitment
- Approaches to identify and help overcome client challenges (solving the right problem)
Dealing with Difficult Clients
- Practice an assertive approach to saying ‘no’ in a constructive way (3 step process)
- Explore why a lack of problem-solving skills leads to disruptive clients
- Practise an approach to win back clients at any stage of difficulty
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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