Frontline Customer Service

Introduction to Customer Service

• Quality of customer service

• Creating a customer service culture

• Addressing Customer needs

• The benefits of providing excellent customer service

• How to use customer service to promote customer loyalty

• Case study: The best and worst customer service providers

• The WOW Factor: Going the extra mile…and then some!

• The importance of managing internal and external customer expectations

• First impressions: What do your customers see and hear?

Understanding your customer

• Customer Personalities and Profiles.

• Six personalities that lead to conflict and how to deal with them

• Understanding and working with different customer styles

• Practical exercise: What is your personality type?

• The Customer’s Body Language:

  • The different aspects of body language

  • identify head movements that indicate someone’s communication channel

  • Distinguish postures that indicate someone’s communication channel.

• The Customer’s Vocal Characteristics

  • Classify vocal characteristics of visual speakers

  • Recognize vocal characteristics of auditory speakers

• Practical Exercise: Evaluate customer scenarios to determine the best approaches

Communicating the Customer Service Message

• How well does your organization communicate the importance of customer service?

• Understanding your customer’s communication

• Tips for building trust and rapport quickly

• What is your preferred learning style?

• Developing your active communication skills

• Use questioning techniques to identify a customer’s expectations and service requirements

• The dos and don’ts of communication

• Social Media and customer expectations

Communication Skills

• Effective communication with customers

• Definition of communication

• Communication goals

• Communication as a critical success factor

• Communication with customers

• Characteristics of good communications

• Approaching customers

• Recognize visual auditory and kinesthetic words

• Practical exercise: scenarios to determine best approaches, and evaluate responses of the participants

Building Rapport

• How to build rapport using:

  • Mirroring

  • Matching

• Difference between matching and mirroring.

• Define different types of communication channels.

The Challenging Customer

• How to pace a customer

• Leading customers to a more resourceful state

• Practical exercise: Evaluate customer scenarios to determine the best approaches and understand why conflict occurs in customer interaction.

Mechanics of Customer Service

• The mechanics of greeting customers

• How to transfer customers effectively

• How to professionally handle customer e-mail inquiries