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This three-part series (below) can be delivered in three 90-minutes modules or one full-day program. Each workshop in the series is 90 minutes and is centered on a 15-minute video. The videos combine humor and realistic examples of what often goes wrong when providing customer service and how to fix it. Before and after each video, customer service needs and benefits are linked to your organization’s unique challenges in providing outstanding service.
Attitude is Everything (90-minute workshop)
You only get one chance at making a first impression. Your customers deserve to be treated fairly and with care. The words you say are only one element of the customer communication process. This workshop identifies customer service representative attitude problems and encourages representatives to develop a positive attitude toward customers. Your approach with each customer has a huge impact on first impressions and continued satisfaction. Remember, the difference between good service and great service is attitude. Group discussions, small group activities, and class demonstrations are all included in this short but powerful workshop that focuses on:
- The differences between hearing and listening
- Active listening gestures
- How attitude impacts customer service
- How body language impacts customer perceptions
Servicing the Really Angry Customer (90-minute workshop)
An angry customer is an opportunity in disguise – an opportunity to win back the customer’s loyalty. The difference between an angry customer who stays angry and an angry customer who becomes satisfied is in the way that the angry customer is handled. Satisfying customers, particularly those that have experienced a problem, should be the number one property of every service organization. This workshop helps you to give angry customers high quality service while calmly taking control and instilling a positive impression of your organization. Group discussions, small group activities, and class demonstrations are all included in this short but powerful workshop that focuses on:
- Why customers become angry
- Techniques to handle an angry customer
- How to remain calm and in control
- Techniques for handling harsh language
- How to say “no”
- The benefits of showing empathy
- The importance of recognizing and remembering you are not being personally attacked
Respecting Everyone’s Differences (90-minute workshop)
When serving customers, it’s extremely important to ensure that all customers are treated with the same level of care and respect. This workshop addresses diversity among customers and provides tools for offering excellent service to customers with language and cultural differences. Group discussion, small group activities, and class demonstrations are all included in this short but powerful workshop that focuses on:
- Identifying the dangers of stereotyping
- Practical skills to recognize differences
- Responding in a positive manner
- The benefits of showing respect to customers
- How to keep prejudices and personal bias from impacting customer service
- The importance of treating customers the way you expect to be treated.