CONN.E.C.T. (Customer Service Excellence) Program
Details
The CONN.E.C.T. (CONNecting with the customer through Excellence in Customer service Training) course is a two-day program designed to equip participants with the foundational knowledge and understanding of customer service and the communication skills essential in providing excellent transactional (voice) support to customers.
At the end of this course participants should be able to- Explain what effective communication is
- Explain why being Proactive is the best approach to customer service
- Describe what listening actively and responding effectively entails
Outline
- Welcome and Introductions
- About the Course
- Communication
- Customer Service
o What is Customer Service?
- Best and Worst Customer Service
- Proactive vs. The Rest (Levels of Customer Service)
o The Customer's Journey
- Mapping the Journey
- Gatekeeper or Keymaster: What is your role?
o Who is the Customer
- Customer Needs and Expectations
- Types of Customers
- The KSA Competency Framework
- Product Knowledge and Support Procedures
o What you need to DO
- Listen Actively
- Verbal Nods and Attending Behavior
- Empathy
- Discovery through Questioning (Probing and Clarifying)
- Paraphrasing and Summarizing
- Respond Effectively
- Offering Options
- Solving the Issue
- Phone Etiquette
o Who you need to BE
- The Right Mindset
- Confidence and Enthusiasm
- Accountability
- Versatility
- Balance
- Resiliency
- Customer Outliers: Challenge Accepted!
o Handling the Challenging, Difficult and Irate Ones
- Assertive vs. Argumentative
- Outliers: Not your Average Customer
- Managing Disputes/Complaints
- Use the P.E.A.C.E. technique
- Fine-tune your Performance (Level Up Strategies)
- Be the Best, Avoid the Stress
- Summary and Wrap-up
Schedules
| No. of Days: | 2 |
Crossworks is a management and leadership training & consulting company based in the Philippines. We provide corporate training, courseware design and development, as well as various consulting services in the field of management, leadership, organizational development, and competency enhancement. We are known for our project management and design thinking courses which have been sought after and considered the best available.
As an organization, our mission is to develop the leaders of tomorrow, today through the use of alternative learning strategies that we believe are more effective for tomorrow's leaders. We envision tomorrow's leaders to be equipped to handle future challenges that are emerging today.
We are not a traditional training organization. While we see immense value in traditional classroom based training, we know that there could be better ways of doing things.
We deliberately redesign our corporate training courses to ensure that they will be done in the most effective way possible. Training courses tend to lose their value if the knowledge gathered is not retained properly. We address these by introducing new and fun approaches to learning. We incorporate concepts of game design, we use learner centered approaches to teaching, we maximize technology to augment the learning experience. The result is a very memorable training course that participants would love to take again and again. ...
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