Overview
The “Communication Skills for Customer Service Staff” training program is designed to assist all front-line customer service staff in enhancing their communication skills in order to provide a positive experience for customers. This program consists of seven modules that cover a variety of communication skills, such as having personal energy and passion, proactive customer management, listening and memory skills, acknowledgment and concluding dialogues, customer profiling, managing strong emotions, and negotiation techniques. Participants will develop the skills necessary to manage customer interactions with professionalism and sensitivity through the use of interactive activities and practical techniques.
Course Objectives
By the end of this training course participants will be able to:
- Keep a happy and passionate attitude by figuring out what gives you energy and using techniques to boost your energy levels.
- Control the flow of the conversation and employ statement-question techniques to enhance customer comprehension and provide proactive customer service.
- Improve listening skills and recall customer information to gain a deeper understanding of their requirements and to increase customer satisfaction.
- Develop effective techniques for acknowledging and concluding a conversation in order to leave a favourable impression and develop confidence in customers.
- Identify customer characteristics using profiling techniques and adapt communication strategies to effectively engage various customer groups. Also, develop the ability to manage strong emotions during consumer interactions and to negotiate solutions that benefit both parties.
Curriculum
- 7 Sections
- 30 Lessons
- 10 Weeks
- Module 1: Energy and Passion for customer service staff4
- Module 2: Proactive customer management for customer service staff4
- Module 3: Listening skills / Memory for customer service staff4
- Module 4: Acknowledgment and Closing Conversations with Customers4
- Module 5: Customer Profile ID6
- 5.0Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations.
- 5.1Know your own Customer Profile ID preferences and how this will manifest in the way that you communicate.
- 5.2Explore verbal clues in identifying a customer’s model of the world.
- 5.3Quickly identify and assign a Customer Profile ID.
- 5.4Learn how to engage with different Customer Profile ID groups.
- 5.5Explore the consequences of matched/mismatched approaches.
- Module 6: Dealing with Customers Showing Strong Emotions4
- Module 7: Negotiation4
