Our interactive 1-day customer service training workshop is fun, relaxing, enjoyable, and provides easily applicable solutions for service excellence that are proven to work in today's toughest customer service arena.
- Course Outline
Who Needs Customer Service Training?
Your company needs it! And everyone in your company who deals with people (both customers and colleagues) needs it!
Our Customer Service program is a certificate-granting one-day workshop that will give you the building blocks needed to enhance your career in customer service and obtain world-wide recognition as a Customer Service Professional.
In this era of intense competition and rapid technology changes, effective customer service means real increases in a company’s revenues. Companies that provide poor service find out very quickly that it is a ‘need to have’ not simply a ‘nice to have’.
With the cost of doing business rising rapidly, the threat of losing a customer makes customer service that much more critical to your business’ success. When you use the techniques you will learn in this workshop, everyone will benefit – you, your company, and your customers!
So, who needs this program? Companies like yours that want to grow and succeed, and people like you who want to grow and succeed with them!
Highlights of what you will learn: This interactive workshop is fun, relaxing, enjoyable, and easily applicable solutions for service excellence that are proven to work in today's toughest customer service arena - the real world. The program addresses topics that include understanding customer expectations, profiling difficult customer situations, dealing with customer objections, a model for effective complaint resolution and how to use assertive techniques and positive language to diffuse difficult situations, reduce stress, promote team commodore, creating a positive customer experience and creating a win-win situation.
Module One: The Value of a Customer
• What is a customer worth?
• Why customers leave
Module Two: Handling Customer Interactions
• Effective Telephone interactions
Module Three: Service Cycle Framework
• Step 1: Greet
• Step 2: Listen
• Step 3: Negotiate
• Step 4: Resolve
Module Four: Effective Customer Questioning
• Types of questions
• Question scenarios
Module Five: Difficult Customers
• Four personality types
• Why deal with difficult customers
• Irate clients
• Confused clients
• Righteously indignant clients
• Chatty clients
• When you can’t say ‘yes’
• Never Say Never No More
• Customer Service Role Play and Critique
Module Six: Team Work
• The value of teams
• A note about diversity
• 4 stages of team dynamics
• Team roles and Team building exercise
Module Seven: Dealing with Stress
• Kinds of stress
• Causes and effects of stress
• Techniques to deal with stress
Module Eight: Problem Resolution
• Problem Resolution Process
• Situational appraisals / setting priorities
• Proactive problem-solving
• Conflict Role Play
• Accepting and giving feedback
Who Should Attend? You will benefit from this seminar if you are responsible for ensuring and improving customer
satisfaction within a business or organization, especially if you work in:
- Customer service department
- Help desk department
- Contact Centre
- Service and Sales
Corey is a sharp and seasoned training specialist who exemplifies leadership in all walks of life.
As a professional speaker, corporate trainer and consultant, Corey works with clients to enhance
their clients’ customer experience and strengthen their service skills. He is energetic,
entertaining, but most of all educating - a respected instructor, who has a natural ability to
connect with all levels of a business - from the CEO to Customer Service Representatives.
With over 10 years of experience in numerous organizations - both for profit and non-profit, has
allowed Corey to become a recognized professional in customer service and leadership.
Participants of workshops facilitated by him provide exceptional feedback with comments such as "fun and interactive" and "knowledgeable with meaningful examples".
- Prerequisites & Certificates
Certificate of completion
- Cancellation Policy
Participant cancellation or rescheduling request must be received in writing/email 10 or more business days prior to the class start date. An administrative charge of 20% will be made for all cancellations or reschedules. No refund is available if the registration is cancelled less than 10 business days prior to the class start date or if an attendee fails to attend. Another attendee can be substituted at any time.
- Map & Reviews
Customer Service Professionals Network (CSPN)
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.
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