In this program, we will review a range of topics, including an exploration of the current customer service landscape. We will provide information and insights regarding the key trends and challenges surrounding customer service and give examples of exceptional customer service. We will also touch on strategies to improve the performance of customer service teams. Throughout the workshop, we will emphasize the significance of empathy, active listening, and building strong relationships with customers.
Attendees will also explore the importance of reaching across touchpoints and departments to ensure we deliver the intended level of customer experience.Finally, we will talk about identifying and analyzing pain points, and methods to implement creative and personalized solutions to deliver a seamless experience. Participants will benefit from interactive exercises, and examples of real case studies helping them gain insight into managing challenging customers and situations.
WHY SHOULD YOU ATTEND?
Unfavorable customer service can lead to various fears, uncertainties, and doubts for customers, employees, and businesses. Listed here are just a few:
- Loss of Customer Loyalty
- Reduced Employee Morale and Increased Turnover
- Unfavorable Impact to Customer Base
- Negative Reviews and Word-of-Mouth
- Damage to Business Reputation
- Depletion of Revenue, Reduced Stakeholder Confidence and Sale
- Legal Implications for the Business
- Competitive Disadvantage
AREA COVERED
Upon successful completion of this course, the learner should be able to:
- Explain why customer satisfaction adds value to your business
- Evaluate the characteristics of a customer-centric culture
- Determine the characteristics of active listening
- Analyze how to problem-solve simple customer service issues
- Explain how to build trust with customers
- Define psychological safety
- Demonstrate how to give supportive feedback
WHO WILL BENEFIT?
Customer Service Representatives, Team Leaders, Trainers and Facilitators Department Heads, Process Writers, Customer Success Specialists, Marketing, Sales, Customer Advocates, Support Teams, Installation, and Repair.
Unfavorable customer service can lead to various fears, uncertainties, and doubts for customers, employees, and businesses. Listed here are just a few:
- Loss of Customer Loyalty
- Reduced Employee Morale and Increased Turnover
- Unfavorable Impact to Customer Base
- Negative Reviews and Word-of-Mouth
- Damage to Business Reputation
- Depletion of Revenue, Reduced Stakeholder Confidence and Sale
- Legal Implications for the Business
- Competitive Disadvantage
Upon successful completion of this course, the learner should be able to:
- Explain why customer satisfaction adds value to your business
- Evaluate the characteristics of a customer-centric culture
- Determine the characteristics of active listening
- Analyze how to problem-solve simple customer service issues
- Explain how to build trust with customers
- Define psychological safety
- Demonstrate how to give supportive feedback
Customer Service Representatives, Team Leaders, Trainers and Facilitators Department Heads, Process Writers, Customer Success Specialists, Marketing, Sales, Customer Advocates, Support Teams, Installation, and Repair.
