“Build confidence with customers, manage complaints effectively & deliver a great customer experience”
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Description
Overall Aim:
The aim of this workshop is to help staff develop a greater understanding of the importance of communicating effectively with customers, colleagues and supplier on the telephone and on a face-to-face basis. Participants will learn the importance of managing and dealing with expectations in every conversation and effectively deal with complaints in a calm and assertive way, without reacting inappropriately or cause the person to both irate. This includes both internal and external customers.
Who Should Attend:
A practical and interactive workshop, the course is designed for people who communicate directly with internal and external customers by telephone, video conference or face to face – includes all levels of staff, showroom, frontline, retail, customer service, yard assistants, technical support, administration, reception etc
Objectives
After completing the workshop, each participant will be able to:
- Build confidence with colleagues and customers, whilst portraying a helpful and friendly attitude
- See things through the eyes of the other person & prevent complacency
- Embrace body language & the power of the phone to influence others and make the connection
- Talk to customers in their own language - know what to say and how to say it
- Encourage feedback and make it easy for people to complain
- Learn to actively listen, ask the right questions & show empathy
- Be calm and assertive when dealing with different personalities and irate customers and colleagues
- Avoid defensive behaviour and trigger words that irate others even under pressure
- Resolve complaints and difficult situations in a confident and competent manner
- Keep promises, keep people informed, meet expectations & respond quickly and effectively
Workshop Content:
- The importance of a positive attitude to build trust & create great impressions
- Think of a complaint as a gift – an opportunity to resolve complaints
- The traffic lights philosophy for measuring a person’s reaction
- Distinguish between control and influence for a positive outcome
- The power of body language & the phone to get people on-side & make a connection
- Understand what customer’s really want - ask the right questions & listen intently
- Tone of voice – it’s not what we say, it’s how we say it
- Avoid trigger words & be assertive – the appropriate behaviour for interacting with others
- Work under pressure to defuse difficult situations – deal with criticism, remain calm & show empathy
- Excel in service recovery management & always follow up - from complaint to satisfaction
Training method
The training takes the form of a one-day workshop, with group discussions, exercises, case studies and feedback based on individual/group needs. Each learner receives a workshop manual. A second follow up mentoring day is provided for inhouse programmes where participants work in a live environment. Up to 10 people can be included on each course.
Training is delivered online over two live classroom sessions (3 hours each) with discussions, exercises, polls and break-out rooms using Zoom. Participants will be required to switch on their laptop video camera and microphone.
