• Primary objective and benefits

  This workshop will help participants to:
  1. Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.
  2. Learn aspects of verbal communication such as tone, cadence, and pitch.
  3. Understand the importance of customers.
  4. Demonstrate an understanding of questioning and listening skills.
  5. Acquire comfort with delivering bad news and saying no.
  6. Learn effective ways to negotiate.
  7. Understand the importance of creating and delivering meaningful messages.
  8. Use tools to facilitate communication.
  9. Realize the value of personalizing interactions and developing relationships.
  10. Use personalized techniques for managing stress.

Program Contents

• Module 1 -
  Behavior Breeds Behavior
  • Passive, Aggressive, Assertive types
  • The 3 key elements of communication
  • Impact your personal communications have
  • ‘Transactional Analysis’ Model in practice
  • Comfort/Stretch/Pain Zone Behaviors
  • Define you current company culture
  • Personal development in relation to call handling

• Module 2 -
  Recognizing & Managing Customer Behaviors & Expectations
  • Perception Filters translate over the phone
  • Impact expectations positively over phone
  • Introduction to ‘Signposting’ technique
  • Pre-empting customer requirements
  • Use active questioning, listening techniques
  • How to empathize with, not patronize your customers

• Module 3 -
  Dealing With Difficult Customers
  • Understand why customers may complain
  • Dealing with objections and conflicts
  • Constructive influencing, negotiation skills
  • Managing difficult customer behaviors
  • Assertive, passive, aggressive customer call handling

• Module 4 -
  Taking Ownership & Accountability With Confidence
  • Taking full ownership for each interaction
  • Introduction to the ‘OWNIT’ process
  • Customer Control to prevent escalations
  • How to say “no” assertively
  • Self-management - manage emotions
  • Adapt to changing circumstances
  • Practical solutions to issues and problems

• Module 5 -
  Improving Customer Experience Through Collaborative Team Working
  • Understand individual team roles
  • Benefit your customer call interactions
  • Team dynamics & their impact on customer service in a call center environment
  • How customer issues can be tackled better
  • Seeking and sharing best practice

• Module 6 -
  Customer Service Excellence
  • Rapport building with customers
  • An introduction to the ‘Trust Ladder’
  • Create a “customer delight” experience
  • Appreciative Enquiry Technique
  • Celebrating your Successes