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Customer Service Management
Curriculum
7 Sections
30 Lessons
10 Weeks
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Module 1: Energy and Passion for customer service staff
4
1.0
Understand the elements that drive our behavior.
1.1
Discover the factors that impact upon our energy levels.
1.2
Explore how-to drive-up energy in a real time environment and maintain it.
1.3
Develop a technique to maintain a positive and passionate state.
Module 2: Proactive customer management for customer service staff
4
2.0
Understand the customer and business benefits of effective conversation control.
2.1
Understand a natural method for controlling conversation flow.
2.2
Understand the concept and benefits of the statement question technique.
2.3
Adopt a varied approach to questioning dependent on need.
Module 3: Listening skills / Memory for customer service staff
4
3.0
Gauge your personal effectiveness at listening.
3.1
Understand how to improve your listening skills.
3.2
Improve the ability to recall key customer information to build rapport.
3.3
Better understand customer needs.
Module 4: Acknowledgment and Closing Conversations with Customers
4
4.0
Understand the importance of acknowledgment to elevate customer confidence and rapport.
4.1
Develop techniques for effective acknowledgment.
4.2
Understand when to move to conclusion & Develop conversation closing techniques.
4.3
Define the last impression that matters.
Module 5: Customer Profile ID
6
5.0
Discover a simple model for identifying the customer’s broad characteristics that can be put into practical use in all our conversations.
5.1
Know your own Customer Profile ID preferences and how this will manifest in the way that you communicate.
5.2
Explore verbal clues in identifying a customer’s model of the world.
5.3
Quickly identify and assign a Customer Profile ID.
5.4
Learn how to engage with different Customer Profile ID groups.
5.5
Explore the consequences of matched/mismatched approaches.
Module 6: Dealing with Customers Showing Strong Emotions
4
6.0
Understand that intensity comes from emotion.
6.1
Explore “What response am I looking for”.
6.2
Develop two different diffusion techniques.
6.3
Apply and practice – Role play activity.
Module 7: Negotiation
4
7.0
Understand the elements of negotiation.
7.1
Explore compromising and trading off.
7.2
Discover how to conclude a negotiation.
7.3
Practice negotiating win/win solutions.
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