Do you remember how
your call was handled the last time you called a company? If it was a bad experience,
you probably do. What were your thoughts about the professional nature of the
company? Telephone behavior sets customer expectations of your company's ability
to help. This module focuses on the necessary skills to make a positive impact.
Trust & Rapport Building
Do you ever have difficulty connecting
with someone, trying to make a good first impression? Establishing trust and
rapport is essential to building working relationships with customers. Without
them, problem solving, providing customer service and selling become uphill
battles. This module provides skills which make trust and rapport building quick
and easy, even with the most difficult customers.
Active Listening Skills:
Ever feel like someone hears what
you are saying, but isn't really listening? During conversations where important
information is discussed, passively taking it all in and then attempting to
provide input or carry out directions just does not work very well. For these
situations, the listener must become actively involved in the listening process.
This module targets Active Listening as a way to improve relationships with
both internal and external customers as well as a means to reduce costly errors
that result from misunderstandings.
Have you ever found yourself solving
one problem and creating another? Some problems are challenges that provide
opportunities for us to help our customers meet their needs. Self-esteem is
directly related to your belief and confidence in your own problem solving abilities.
Having a clearly-defined problem solving process will help you successfully
and consistently meet the challenges you and your customers face.
When angry customers call, what is
your initial response? Solve the problem? This is usually not the right strategy.
Why? Have you ever heard that you cannot reason with an angry person? No matter
what you do to try to satisfy the customer, the anger lingers. The strategies
taught in this course enable you to help the customer release the anger and
become your advocate - even if you cannot solve the problem!
All participants receive workbooks
to guide learning and job aids to reinforce the skills back at work.
There are two popular ways in which
this series is taught.
1) For larger groups (two or more
classes), teach just the first module once in the morning and once in the afternoon.
Schedule as many classes as necessary to complete the training for the targeted
audience for the first module.Next, schedule an equal number of classes for
the second module one to two weeks out. Continue with this scheduling sequence
until all classes are scheduled. During the week(s) between classes the participants'
supervisors can monitor for knowledge, skill and strategy usage and mastery.
Schedule two or more make up classes using the two day model below. This way,
those that missed a class and those that need to repeat a class will have the
opportunity to sit in on the appropriate module.
2) The two day model involves teaching
the full sequence of modules back to back over two days. Repeat as many classes
as needed to train the entire target audience.
Course Length: Two days.
For additional information:
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