Tel: 0844 394 8877
Customer Service > Courses
This programme is designed to give Customer Service professionals who are working in a b2b environment the key skills needed to engage customers via the phone and through emails. The training covers how to build rapport with clients from different cultural backgrounds, understand customers’ requirements and reach agreements on action plans. It also discusses tools for handling difficult situations, such as giving bad news, or handling complaints. There is extensive use of role-plays and case studies to practise handling in-bound calls, facilitating telephone conferences and structuring emails.
By attending this highly interactive two-day course you will:
All staff for whom an important part of their role is supporting business customers through emails, phone calls and teleconferences.
The programme runs in three parts starting with a two-day Customer Service Excellence workshop, which is followed by a three month long Action Learning phase where participants try out their skills in ‘real life’ situations. Stage three is a Review Day, where participants share how they have got on applying the tools in the work place, engage in refresher exercises and are trained in additional material related to sending effective customer emails and running high impact teleconferences.
What is going on inside a person’s head (their state of mind) is crucial to good performance, and here we consider the beliefs, values and attitudes of people who are outstanding at building great customer relationships.
Learning how to grab attention and connect emotionally with customers when talking on the phone through the use of your voice energy.
People respond well to people they like and trust, so rapport building is central to the ability to have and show empathy with customers; here we look at generating positive relationships by:
This set of tools is concerned with asking high quality questions that map out precisely the customer’s needs and requirements. Based on the NLP idea known as the ‘Logical Levels Concept’ it allows us to really understand what the client needs to happen in order to feel that their concerns have been fully understood and their expectations satisfied.
Understand tools for putting your ideas across to customers, giving bad news and dealing with complaints.
Appreciating how people from a variety of different cultural backgrounds need to be approached in order for them to feel that they are valued and understood.
How to deal with in-bound customer calls, which often come ‘out of the blue’ and typically involve tense or stressed customers who are calling because they have a ‘problem’ of some kind.
This set of tools involves learning how to structure an out-going call, teleconference or email.
Appreciating how to run a teleconference, or out-going call, in a professional way that makes the customer feel respected and valued.
Reviewing the essential elements in writing effective and persuasive emails.
Feedback is based upon peer review using a Boulden assessment checklist. Completing the assessment checklists is not only valuable to the people involved in a given case study, it also helps those completing them to gain an in-depth understanding of the building blocks that make up excellent customer focus.
There is an option of following the workshop with a three month long Action Learning project to link the lessons from the training back into the workplace. If this option is selected there is a closure workshop at the end of the project phase where delegates present how they have applied the techniques learned on the course into their daily work routines.
To talk to us about our range of courses contact
Boulden Management Consultants:
via our Contact form
Tel: 0844 394 8877