In today’s competitive business world, the primary differentiation between one company and another is service. With never-ending demands stemming from every direction, most people choose to hear, rather than listen, and in some occasions, the message can be misunderstood, resulting in costly errors in monetary terms and in some instances, professional relationships too get jeopardised. 

Participants who attend this workshop will be coached to become better speakers and listeners, and will also be able to get other people to listen better to them. These skills, once mastered, is an effective tool which helps people avoid misunderstandings, increases the quality of customer service, develops concentration skills and creates solid professional and personal relationships.

To give an insight into Quality Customer Service and applying appropriate techniques in dealing with customers and effectively and professionally through telephone and e-mails.

At the end of the training, participants will be able to:

• Understand  their roles as  customer service personnel in projecting the right image

• Differentiate between customer service and quality customer service

• Identify the needs of the customers through appropriate techniques

• Apply customer service techniques in order to provide better service

• Practise techniques in handling complaints in order to pacify them 

• Gather an understanding on basic communication skills and that it is of paramount importance

• Create a great first impression to internal and external customers

• Continuously strive to improve and perfect their vocal intentions to sound positive, convincing and professional

• Identify what affects listening and why most people are so bad at it

• Take pride of their supremely important responsibility in the front-line

• Enhance their verbal and non-verbal communication skills

Module1: Creating the Customer’s Experience

• Knowing the timing requirements

• Being one step ahead-Provide solutions

• Skill of understanding through attentiveness

• Skillful listening 

• Obtaining feedback

Module 2: The Power of Listening & Body Language

• The barriers of Communication

• The difference between Hearing & Listening

• Passive and active Listening

• Why we Don’t Listen Well

• How to become an Active Listener

• First Impressions & Remembering names

• Body Language & gestures

Module 3: The communication basics

• Watch words and avoid jargon

• Match the customer’s speed and style

• Match the intensity of concern and emotion

• Get personal-Name calling is good (the customer’s name, that is)

Module 4: Developing Rapport through Magic Phrases

• Greetings for new and existing customers

• End with finesse

• Being emphatic

• Phrases for beyond customer’s expectations

• The follow-ups

Module 5: Passion for work

• Ways to love the job

• Project confidence at work

• Appropriate skills that attract customers’ intention positively

Interactive Workshop

All Customer Service Employees