HANDLING DIFFICULT SITUATIONS & CUSTOMERS
1 Day workshops
The customer service department is always the first line of communication a customer has with an organization. Every customer service department representative is required to be an expert in dealing with their job and handling of a customer. In order to retain the standard and perceived reputation of your organization, ongoing training is required for your CRS representatives.
This interactive workshop will make use of practical real-life exercises noting issues that relate to call centers needs in order to build a positive, rewarding and important training experience. Trainees will practice communication skills to create positive relationships, apply courtesy when dealing with customers and improve their own adaptive means to cater for the needs of every customer. Trainees will also develop an understanding of how to use proven customer services techniques in practice in order to give an outstanding service experience to customers, to resolve issues, to prevent disagreement, and go beyond a clients expectations. In this intense two day workshop, they will also learn how to use telephone voice and etiquette to manage calls with expert efficiency.
HOW YOU WILL BENEFIT – WHAT YOU WILL LEARN
- Develop your understanding and knowledge in personal paradigms, character, inspiration that shape your services habit.
- Identify your own style and your customer’s exceptional way of communication.
- Using a planned interview reveal the “message you portray to theirs” with effective listening, responses and pacing skills.
- Take control of your efficiency and professionalism through powerful passive and non-threatening interrogative communication strategies.
- Resolve issues and create solution strategies with any customer
- Produce a new standard of CRS excellence
- Find out positive and negative behaviors affecting your communication skills
- Recognize various customer communication styles
- Identify verbal clue opportunities to resolve conflict before it happens
- Change and modify your ways of communication
- Make use of your voice effectively, even when tension is high.
- How to efficiently place a customer on hold
- Use voice mail in a positive manner.
- Revamp your listening skills and practice attentive listening
- Demonstrate are willing you are and show sympathy when necessary
- Demonstrate are willing you are and show sympathy when necessary
- Create practical responses to ensure interaction.
- Make use of excellent interviewing skills
- Opening to conversation with intelligent “open-ended” questions
- How to effectively disseminate information
- How to end the call with satisfactory responses from the caller every time
WHO SHOULD ATTEND
The program is scheduled for all call center customer service reps and telephones-oriented service people.
WHY THIS WORKSHOP IS IMPORTANT
This course will improve skills and strategies that will create better long-lasting relationships with customers, and show you how to develop your interaction skills with clients create a positive service experience for the customer.
COURSE FEE & LOCATION DETAILS
Quotes provided are for immediate city area only. Rates will change for training locations outside city area.
Course Fee: $795 per person
Become a new client of ours, and receive a discounted rate off the rates shown above, and on training course development rates or e-learning module development service rates. Ask for details when you contact us. All new clients have the Alter Course fee waived.
Satisfaction Guaranteed:
We fully guarantee the content and quality of this workshop. If at the second break-time provided by the facilitator, you are not completely satisfied with this course, we will refund your money in full. No questions asked!
Testimonials
Our company is rather small (30 employees) and we did not have a formal Manager training program. The Manager training program put together for and delivered to our managers by Skills Training Toronto was very effective and covered the key topics we wanted. We were very pleased with the result.
Con-Test
John is one of the best Customer Service facilitators I have seen in my 10 years of taking courses.
JKR Productions
Skills Training is a good company than brings results. My team is still performing better 4 months after training.
Manager
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