Duration: 16 – 20 hours.

The workshop is designed to be highly interactive, group activity and behavioral based, in order to hold each participant’s attention and interest in the program.

The program is to be delivered over a span of four sessions, ideally participants should undergo a pre-assignment consisting of manual pre-reading. We recommend to group sessions in pairs (two sessions in one day) space one week apart to give time for attendees to practice and apply some of the notions given on the first day and to provide feedback and continue with new concepts on the second day.

This four-session workshop-based is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition

This INTENSIVE workshop will help teach participants:

• Recognize that service delivery is an individual response value
• Understand how an individual’s behavior impacts the behavior of others
• Develop more confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Make customer service a team approach
• Use Body Language as an effective tool to excellent Customer Services.
• Understand & Practice best etiquette within their workplace.

SESSION ONE: THE FOUNDATION

Introduction and Course Overview

The Trainer will spend the first fifteen minutes of the first session getting to know participants and discussing what will take place during the workshop. Participants will also have an opportunity to identify their personal learning objectives.

What is Customer Service?

This session will get participants thinking about the information to be covered over the next two days through small and large group discussion.

Who Are Your Customers?

In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers

Meeting Expectations

This session will focus on the four critical areas that customers have expectations for.

First Impression

You’ll never have a second chance to make a first impression. In this session we will show the importance of a Powerful First Impression and Greeting methods related to front-liners.

Communication: The Behavioral Aspects                   

This Session will start tacking behavioral communication related to:

–       Trust & Kindness

–       Courtesy & Attention (No Room For Interruptions)

–       Active listening skills

SESSION TWO: BODY LANGUAGE FOR CUSTOMER SERVICES – (Separate)

Communication: The Behavioral Aspects Continues  

This Session will start tacking behavioral communication related to:

–       Approach

–       Alertness level

–       Positive Attitude

–       The Value of Self-Esteem in Communicating

Communication: Conversational

–       Language Skills

–       Positive & Negative Communication (Words to Use/Avoid)

–       Tonality

Communication: Body Language

–       Facial expressions’ interpretation

–       Eye contact with Customers & Colleagues

–       Physical posture

Last Impression

Every visitor is a potential customer, and every customer is a marketing person to spread the values of the company and communicate their experience. One extra degree makes it or breaks it, which is a Memorable Last Impression.

SESSION THREE: OVERCOMING DIFFICULTIES & WORKPLACE ETIQUETE – (Mixed)

Telephone Techniques & Etiquette

This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message in both cases when it is a call from Customers and/or Colleagues.

Managing the Talkative Caller

Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. Participants will work in small groups to identify ways to deal with talkative callers.

Dealing with Difficult Callers & Difficult People

During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses. This will also include an overview to understand difficult behaviors and identify some coping strategies.

Increasing Your Assertiveness

We will explore an easy four-step formula that will help you communicate more effectively and assertively.

E-Mail Protocol & Etiquettes

Here participants will look at a number of diverse issues such as addressing e-mails and the use of attachments. Moreover, email has become a universal method of communication. However, there are many questions of etiquette and few answers. This session will also discuss some common dilemmas and our recommended answers.

Office Formal Meeting Etiquette  

This session will focus on the do’s and don’ts during office formal meetings. This includes how to prepare, initiate & participate.

SESSION FOUR: SATISFACTION ACHIEVED- (Mixed)

The Recovery Process

During this session, we will look at a six-step process that you can use to turn customers around.

Eliminating Customer Service Problems

Wouldn’t it be great if you never had to deal with an upset customer again? This session will examine some ways that you can reduce customer service issues.

Service PRIDE is a Team Effort

This session will look at five things that the company as a team can do to improve customer service.

Doing Your Part

This session will help participants identify ways that they can make a personal contribution to successful customer service

Workshop Wrap-Up

At the end of the third session, participants will have an opportunity to ask questions and fill out an action plan.