Description
We all service customers – every day. These may be internal or external. You might be on the front lines of a company serving customers who buy your products or services, provide support for a particular tool or software used by your customers, or provide support for internal customers. Frankly, no matter who you are you likely serve internal and external customers in some way.
Customer service is essential in today’s world. Excellent customer service is what sets us apart from our competition. It is what engages customers in our products and services and keeps them coming back to us. Excellent customer service brands your company as one that individuals want to do business with.
The ability to deal with every type of customer is essential. In this workshop, participants will learn how to manage difficult customers.
A pre-workshop self-assessment asks participants in the workshop to share their challenges and their best practices around customer service. This information is used in the workshop. This workshop also incorporates processes, procedures, and standards already in place within the client to ensure alignment of content to expectations of the organization.
Through the use of videos, individual reflective activities, mini case studies, role plays, and problem solving scenarios, participants apply the skills they are learning in the classroom in a safe environment.
Topics
- The value of excellent customer service
- Identifying customer needs
- Using outstanding customer service to ensure return business
- Using your emotional intelligence to manage the most difficult customer
- Managing and calming down difficult, angry customers
- Providing excellent customer service via social media, over the phone or in person
- Connecting with customers through online tools
- Keeping a positive attitude in customer service
- Learning how to actively listen and empathize with the customer
- Building rapport with customers
- Solving problems for customers in ways that works for the company and for the customer
