Advanced Customer Care for Senior Representatives

OBJECTIVES:

1. Create an Awareness of Individual Strengths and Weaknesses
2. Ensure Customer Satisfaction in High Levels
3. Encourage a smooth flow of communication between different departments
4. Break down the barriers to good communication and create Inter-Team synergy
5. Develop an Understanding of the advantages and disadvantages of working in a Multi-cultural environment
6. Understand the benefits of the products you sell and using persuasion to increase sales
7. Handling Customer Complaints Professionally
8. Be aware of Security and its importance within the company
9. Develop a Plan for Continuous Self Development
10. Become Positive Thinkers committed to increasing sales within the company
11. Monitoring Overall Customer Care and Satisfaction

Course Outline:

Module 1: Interpersonal Skills and Self Development: 

Welcome and Introductions 

Understanding Self and Others:

• Hilltops
• The Personality Triangle
• Understanding your Strengths and Weaknesses

Developing a Positive Attitude

Practical Exercise

How to work effectively in a Multicultural Environment

• Breaking down the Language Barriers
• Understanding the Time Barriers
• Building Trust through greater understanding

Writing your Personal Development Plan

Module 2: Understanding your Customer: 

Discussion of Key Learning Points from Day One 

Cowing Your Customer

• Who is the Customer
• What does the Customer want from you
• Examples of Good. Bad Customer Service

Knowing your Products/Services

• Easy ways to increase your product/service knowledge
• Knowing the unique selling points of each product/service
• How to cross sell and look for new opportunities

How to establish Trust and Loyalty

• What Makes People Trust You?
• The Body Language Signals  and Vocal Tone which encourage trust

Module 3: Communication Skills:

How to Make Great First Impressions

• Looking good and making you “space” look good, clear and tidy
• Understanding the importance of  positive Body Language
• Knowing what happens to your face when you are irritated or bored
• Being aware of Space and the different cultural implications of Body Language

How to Listen effectively to your Customers

• Listening Questionnaire
• Improve your Listening in Six Easy Steps
• Listening to Tough Types

How to talk to your Customers on the Telephone

• Smile and pick up on the Third Ring
• Competence, Attitude and Impression

How to Handle Awkward Customers

Module 4: Handling Difficult People/Situations:

How do you handle Conflict?

• Conflict Handling Style Questionnaire
• How to create Win Win Outcomes
• How to address Issues rather than Personalities

Handling Difficult People

• Practical Case Studies from QP
• Feedback on Studies
• How to Handle Complaints, (company Complaints policy discussed or developed)
• Practical Exercises

Company Security Measures

Presented and discussed

WHO SHOULD ATTEND?

• Senior Customer Service representatives
• Head of Departments
• Senior Customer Service Supervisors
• Managers