The Executive Training & Development Group

PROVIDING QUALITY CUSTOMER SERVICE

Does Customer Service seem to be a lost art? Do you feel that the price is not many times the issue but the deliverance of the product and/or service? Do you wish that someone really cared about the service they are providing? Participants who complete this workshop will have the ability to develop first-class competencies in meeting the service needs of external and internal customers. Through video examples, individual exercises and small group activities, this complete 15-hour program is structured in five, 3-hour modules that cover the key areas listed below:

MODULE OVERVIEWS

Module 1 - ME: ASSESSING MY STYLE

Overview

This module identifies the participant's behavioral styles in working with customers through a self-assessment instrument. Participants learn how certain characteristics of their style would be considered strengths, and others would be considered limitations in varying customer service situations.

Objectives

1) Enhance one's ability to manage customer interactions effectively.
2) Identify one's primary behavioral style using a self-assessment profile. (Statistics show that individuals do not argue with self-assessment.
3) Assess the potential strengths and limitations associated with one's behavioral style
4) Develop awareness of how ones' behavior style affects their interactions with customers.
5) How to sell to different behavioral styles.

Module 2 - CUSTOMERS: ADAPTING TO THEIR STYLE

Overview

This module teaches participants how "to read" their customers" styles and how to develop strategies for adapting their own styles to deal with different types of customers.

Objectives

1. Review how one's behavioral style affects the way one works with customers.
2. Learn to "read" one's customer's behavioral styles and to understand how their customers' styles affect the participant's interactions with them.
3. Review how to close a sale based on the different behavioral styles.
4. Plan to develop one's ability to adapt their style in order to work more successfully with their customers. This will also carry over to how your employees work with each other.

Module 3 - PROFESSIONALISM: DELIVERING EXCELLENT SERVICE
AND INCREASING EFFECTIVENESS ON THE TELEPHONE

Overview

This module highlights the behaviors associated with professionalism. Both professional and unprofessional behaviors are discussed and demonstrated on video. Techniques are introduced for saying "no" to customers and work-related (company specific) examples are integrated into the discussion. Characteristics for what quality service "looks like" are discussed. Included also are techniques on How To Close the Sale.

Objectives

1) Review specific techniques one can use to adapt their "style" or way of doing things to more effectively meet the needs of individual customers. Assess achievement of one's style development goals to date and set objectives for future work with customers.
2) Develop an awareness of professional and unprofessional responses and identify the factors that can cause one to lapse into negative actions with customers.
3) Identify several professional responses to use in the future to make one more effective. Identify techniques to communicate more effectively on the telephone in order to increase customer satisfaction.
4) Develop an ability to "say no" to a customer request in a way that minimizes customer dissatisfaction.
5) Techniques and practice on How to Close the Sale

Module 4 EASE: HANDLING SPECIAL PROBLEMS

Overview

The EASE model of dealing with customers' special needs is introduced: Explore the Need, Assess Possible Alternatives, Select and Alternative, Execute the Decision. Skills are taught and practiced for each segment of the model. Video is used to demonstrate ineffective and effective ways to behave, and role-playing is used for practicing new skills.

Objectives

1) Review how the characteristics of quality service are evident in one's work.
2) Learn how to use the EASE approach, which results in the resolution of customers' special needs.
3) Plan how to use the EASE approach so that participants can work with customers more successfully through problem prevention.

Module 5 - DEFUSION: SATISFYING UPSET CUSTOMERS

Overview

The concept of " complaints as opportunities" (to get feedback and information from customers) is introduced. Anger is discussed, and steps for defusing a customer's anger are introduced and practiced. Work-related (company specific) examples are used for skill building.

Objectives

1) Review use of EASE, professional responses, and style development goals to date, and set objectives for the future.
2) Learn why complaints are really opportunities.
3) Practice use of EASE in work with complaining customers.
4) Learn how to diffuse anger and manage situations with upset customers.
5) Develop an action plan for handling customer complaints and implementing techniques, which help to defuse their anger effectively

This workshop is based on a group size of 15 to 20. The purpose of dividing the Modules is to allow participants to learn, to implement and to be able to return for additional information and answer any questions they experienced while implementing what they have already learned. This course comes complete with a comprehensive manual for each participant.