Customer Service – Level 1: The ROI: Relationships, Outcomes, Improvements

Day 1: A Winning Attitude After completing this workshop module, participants will be able to:List the benefits of delivering exceptional customer service to workshop participants, to their departments, to the overall organization, and of course to the customersAssess the abilities that they must communicate a positive attitude as a customer service providerIdentify different types of attitudes, both the negative and the positiveDescribe the barriers to positive attitudes and how to minimize or remove these barriers from participants’ mindsetsList the ingredients necessary to develop and maintain a positive attitudeAdopt a customer-first mindsetExplain their individual customer service “brand” – what level of service each participant would like to offer and what they would like customers to say about themIdentify actions to make their personal brands happen (participant will turn these into learning objectives for the subsequent workshop sessions)Avoid letting personal assumptions or stereotypes get in the way of treating each customer with respect and treating each customer like an individualDay 2: A Commitment to the CustomerAfter completing this workshop module, participants will be able to:Identify the key indicators of a service cultureIdentify the characteristics of excellent servicAssess current strengths and challenges of customer service in their organizationExplain their personal customer service purposeTake personal responsibility for customer satisfactionDetermine and clarify customers’ expectationsAnticipate and understand customers’ needsIdentifying how knowing customers’ needs would help participants’ work easierBuild strong partnerships with internal and external customers with 10 Building BlocksTreat customers the way participants would want to be treatedDay 3: Exceptional Communication with CustomersAfter completing this workshop module, participants will be able to:Understand the relationship between effective communication and quality serviceDescribe the 6-step process for effective communication, what can go wrong, and how to make it go rightManage the first impressions that they create in customers’ mindsRecognize the most common verbal dangersPractice improving clarity of speechIdentify words or phrases that are commonly mispronouncedCreate a personal action plan for better grammar, enunciation, and pronunciationAssess personal communication stylesCreate a positive communication climate with customer interactionsUse effective, courteous communication to deliver excellent customer serviceSelect appropriate words and phrases when responding to customersAssess personal active listening skillsIdentify the habits of poor listenersPractice excellent listening techniques when gathering customer information and dataEffectively communicate with customers over the telephoneIdentifying telephone benefits, pitfalls, and customer annoyancesCreate telephone guidelines for superior serviceHow to handle call holds and transfers with appropriate telephone etiquetteInterpret telephone and face-to-face nonverbal communicationDemonstrate a step-by-step process for managing each service interactionDay 4: Creative Problem-Solving TechniquesAfter completing this workshop module, participants will be able to:Describe the common barriers to problem solving creativityDemonstrate greater creativity when thinking about solutions to internal and external customers’ problemsRecognize individual assumptions that limit thinkingMore clearly see problems from six thinking perspectives that easily combines and thoroughly examines logic, emotions, positive and negative information, creativity, and structureAssess personal problem-solving stylesCreate a problem statement that clearly defines the problem, in a manageable wayIdentify a problem’s root cause, to better understand why a problem existsHow to create unique, on-target solutions that address the identified root causesHow to create the action plans necessary to solve the problemDevelop a personal action plan to improve problem solvingDay 5: Confidence Through Customer CommunicationsAfter completing this workshop module, participants will be able to:Describe the differences between assertiveness and aggressivenessAssess personal assertiveness and develop a way to increase assertivenessDetermine why someone might resist their influence attempt and how to address that resistanceDesign a strategy for dealing with resistance, based on an understanding of its root causesHow to facilitate openness and understanding of the customerTailor their communication skills to the customer’s preferences (to be able to “speak their language”)Use PowerTalk to demonstrate clear, confident, assertive messages to customersDeliver constructive feedback to customers, in response to both positive and negative situationsHow to openly receive feedback from customersDay 6: Constructive Conflict ResolutionAfter completing this workshop module, participants will be able to:Identify the causes of customer conflictDescribe the 5 styles of responding to conflict, as well as their personal preferred stylesTurn each style into a more productive problem-solving situationMake conflict constructive, rather than destructiveDescribe their personal “hot buttons” and how to exhibit control over personal emotions during difficult interactionsUse an 8-step approach to constructively resolve conflictsDetermine the necessary conflict resolution ground rulesReduce defensiveness and break the defensiveness chainHow to invite someone to discuss what is in conflict between youHow to better understand what each wants and why each wants itHow to identify a mutually beneficial goal, based on identified common groundHow to generate and select among alternatives that might meet the goalDay 7: Working with Upset CustomersAfter completing this workshop module, participants will be able to:Assess their personal attitudes while dealing with difficult Moments of TruthUse a step-by-step strategy for working with others’ difficult attitudesPositive self-talk and the role it can playPractice multiple non-threatening questioning techniques when working with customersUse their empathy skills to demonstrate their understanding of customers’ needs and requestsMore confidently respond to upset customersDiffuse an angry customerMore effectively handle customer complaintsEffectively communicate what they can and cannot do for the customer, while maintaining appropriate flexibilityLearning how to say “no” and “yes, but” to customersHow to facilitate Service Recovery on the spot, for customers when things have gone “wrong”Calm angry customers before they can start spreading a “bad review” through word-of-mouthWin back unhappy customers without overpromisingDay 8: Exceeding Customer Expectations & Surviving the Job Stress That Can ResultAfter completing this workshop module, participants will be able to explain how the previous 7 workshop sessions can help them to:Exceed customers’ expectationsList critical elements (knowledge, skills, abilities) necessary to provide customer service excellenceIdentify the key principles for excellent customer serviceApply these key principles/tools to various customer service case studiesApply these key principles to creating personal vision for excellent customer serviceApply these key principles to managing their personal job stress Up to 30 students Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.Questions? Contact our training coordinator via email or phone at (202) 843.5447.