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Customer Service. Skills and Concepts for Success

Customer service. Skills and concepts for success

The two-day seminar for the customer service employees, field service people and so on

Why this training is important?

  1. Annually millions employees worldwide participate in trainings on development of skills needed to reach success in customer service. From this point of view Ukraine is not an exception.
  2. The enterpriser expect to see measurable changes, how their employees work, create the relationships, and as far as they are capable to innovations after they were "inspired" with the trainer. If the trainer was hired in order to acquaint the employees with new knowledge and techniques in an orb of sales of services and products, it is quite naturally, that the management of firms will expect increase of sales of services and products.
  3. To understand the real needs of the clients and to offer service and products, which adequately satisfy their requirements, both talent, and steep comprehension of the target market and appropriate mechanisms of realization of services and products acceptable to such market are indispensable. the main purpose of this training is to develop comprehension for the participants and to give them useful tools for successful sales.
  4. The basic cause of most inharmonious human relationships is the tendency to impose our values on other people.
  5. Employees nearly always gain new insights into customer interaction when they have considered the notion of behavioral styles.
  6. Learning the key points in dealing with people who have a variety of behavioral styles is very helpful in keeping interaction smooth and effective: in fact, it avoids having to start over again. So do it right the first time.
  7. Understanding behavioral styles can aid in establishing and maintaining positive customer relationships.
  8. Some behavioral styles are not better than others.
  9. An awareness of your own style can lead you to understand customers and improve your relationships with customers.
  10. Often there are many different perceptions of an event. Our perceptions are often influenced by many factors such as physical qualities, social roles and behaviors, psychological qualities, and group affiliations. In effect, there are sometimes as many different perceptions of an event as there are people involved.

After completing this training, you will be able to:

  1. Help ensure positive customer interactions in your workplace.
  2. Recognize the elements of effective two-way interpersonal communication.
  3. Provide feedback effectively.
  4. Deal assertively with others.
  5. Define nonverbal communication.
  6. Recognize the potential impact on customer of nonverbal communication.
  7. Effectively use nonverbal cues to achieve and improve customer satisfaction.
  8. Explain the effect that gender and culture have on communication.
  9. Describe the advantages of customer focused behavior.
  10. Project a customer-focused image through the effective use of nonverbal cues.
  11. Establish and maintain trust with customer.
  12. Develop the characteristics that will enhance customer loyalty.
  13. Recognize the provider's responsibilities for establishing and maintaining positive customer relations.
  14. Help customer feel important.
  15. Select strategies to enhance customer satisfaction and build loyalty.
  16. Recognize four key behavioral styles and the roles they play in customer service.
  17. Use techniques outlined to interact with various customer behavioral styles.
  18. Develop strategies for communicating effectively with customers.
  19. Interpret customer nonverbal cues effectively on the basis of behavioral styles.
  20. Respond to customer problems effectively.

Who should listen this course:

The present training is designed for the customer service employees, field service people and so on.

Schedule of the training:

First day
Introduction, trainer, materials of the course, participants:9:00
Topic I: Two-way communication
  • The tasks of two-way communication.
  • Positive verbal communication.
  • Nonassertive and assertive behaviors of service-provider.
  • Nonverbal communication in customer service.
  • Communication of feelings.
  • The scope of nonverbal behavior (body language, vocal cues, appearance or grooming, spatial cues, environmental cues, miscellaneous cues (habits, time usage, follow-through)).
  • Unproductive behaviors.
Coffee break: 10:30 – 10:50
Topic II: The role of trust
  • The importance of customer relationships.
  • Provider characteristics affecting customer loyalty. Responsiveness. Adaptability. communication skills. Decisiveness. enthusiasm.
  • Ethnical behavior. Initiative. Knowledge. Perceptiveness.
Coffee break: 12:20 – 12:40
Topic III : Making the customer number one
  • Make positive initial contact by establishing rapport.
  • Identify and satisfy your customer's needs. Follow up to obtain repeat business.
  • Make positive initial contact. Establish rapport. Identify and satisfy customer needs quickly. Exceed expectation.
  • Relationship-rating point scale
Lunch:14:10 –14:20
Topic IV: Enhancing customer satisfaction as a strategy for retaining customer
  • Pay attention.
  • Deal with one customer at a time.
  • Know your customers.
  • Give customer special treatment.
  • Service each customer at least adequately.
  • Do the unexpected.
  • Handle complaints effectively.
  • Sell benefits.
  • Know your competition.
Completion of the day. Summing up 16:50 –17:00
Second day
  • What are behavioral styles?
  • Identifying behavioral styles.
  • Describing Your Behavior.
  • Sample completed self-assessment.
Coffee break: 11:00
  • D: Decisive. I: Inquisitive. R: Rational. E: Expressive.
  • Communicating with each style.
  • Discover Customer Needs.
  • Avoid Saying No.
  • Seek Opportunities for Service.
  • Focus on Process Improvement.
  • Make Customers Feel Special.
  • Be Culturally Aware.
  • Know Your Products and Services.
  • Continue to Learn About People.
  • Prepare Yourself.
  • Factors Affecting Perception.
  • Perceptions and stereotypes.
  • Stereotype evaluation.
Coffee break: 15:30
  • Decisive. People whose style is "D" often want to save time and money.
  • Inquisitive. People whose style is "I" often desire quality, efficiency, and precision.
  • Rational. People who demonstrate the "R" behavioral style often want to maintain peace and group stability.
  • Expressive. People exhibiting the "E" style are typically people-oriented and want to be around people.
Completion of the day. Summing up 17:30
During the training distributing materials will be granted (questionnaire, booklets, practical recommendations), the role games, tests will be conducted, audio records will be listened, exercises will be performed.

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