Advanced Customer Service Management
Advanced Customer Service Management
OBJECTIVES
- The art of building lasting rapport and lasting relationships with colleagues, customers and friends
- How to modify your own behavior to match other’s
- The model for establishing good working relationships
- An ability to influence with integrity
- An ability to use influencing skills and techniques to build ongoing and long term relationships with key customers
- To be able to create and adapt crystal clear models for communication between your organization and it’s customers
- How to build co-operation and commitment
- A greater understanding of your customers’ needs and how to satisfy them
- An ability to tailor services to meet your customers needs
- Long term relationships between your organization and it’s customers
- An ability to be more versatile in every customer facing situation
- The ability to recognize behaviors that may cause conflict in the future, enabling you to defuse awkward, and sometimes critical, confrontations with colleagues and customers alike
WHO SHOULD ATTEND?
- Anyone who provides services, products or information to internal, or external customers including personnel from:
- training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially
COURSE OUTLINE
DAY 1 – The world of customer service excellence
- Customer service and what it means
- Identifying excellence in front-line customer services
- What are the services and products that you offer
- The role of NLP and Emotional Excellence in customer service
- What do your customers say about you and your organization
- What do you want your customers to say?
- Myths and legends about customer service
DAY 2 – Gaining a greater understanding of your company
- From judgments to behavioral flexibility
- Behavioral traits and how to identify them
- Modifying your own behavior to match other’s
- Building lasting rapport
- Sharpen your senses to the signals others are sending you
- Connect with colleagues and clients at a level that creates deeper trust and commitment
- Step into another person’s shoes to better appreciate their experiences and motivations
- Body language clues that show how others are thinking and responding to you
- Non verbal clues that show if someone is telling the truth
DAY 3 – Communication master class
- What is crystal clear communication?
- Communication excellence through powerful listening and questioning techniques
- Thinking patterns
- Filters to communication
- Metaphors & Models
- Using perceptual positions to understand your customers’ point of view
- Logical levels of change
- Building climates of trust
- Creating well formed outcomes
- Communication skills exercises
DAY 4 – Influencing with integrity
- The importance of value sets in modern day business
- Influencing the Influencers & high fliers
- The importance of matching others’ language patterns
- Mirroring and pacing – what do they mean?
- Internal and external references
- Coaching – a tool for self and others
- Influencing exercises
DAY 5 – Conflict, challenge and closure
- Assertiveness and what it means
- Dealing with difficult people in an assertive way
- Dealing with difficult customers
- Maintaining high standards of customer service
- Reviewing the service that you offer and reacting accordingly
- Embracing change for the good of all
- Personal planning session – dealing with your own customers