Learning Objectives
Specific learning objectives include:
- Demonstrate a customer service approach
- Understand how your own behavior affects the behavior of others
- Demonstrate confidence and skill as a problem solver
- Apply techniques to deal with difficult customers
- Make a choice to provide customer service
What is Customer Service?
This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.
Who Are Your Customers?
In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.
Meeting Expectations
This session will focus on the critical areas that customers have expectations for.
Pre-Assignment Review
Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.
Setting Goals and Targets
During this session, we will look at setting long- and short-term goals and creating a personal vision.
The Second Critical Element – Defined in Your Organization
In this session, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.
The Third Critical Element – Given Life by the Employees
Next, participants will explore why customer service must be a philosophy that is practiced by all employees.
Communication Skills
This session will give participants an introduction to key communication skills, including empathy, body language, asking questions, and listening.
Telephone Techniques
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
Dealing with Difficult Callers
During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
Dealing with Challenges Assertively
There are many types of unexpected challenges that we encounter every day. Participants will work in small groups to develop responses to some of these issues.
Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.
Dealing with Conflict
We will examine five ways to deal with conflict.
The Fourth Critical Element – Be a Problem Solver
We will look at a six-step plan for solving problems. Then, participants will role play the plan.
Seven Steps to Customer Problem Solving
Next, we will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play. We will also look at a six-step process that you can use to turn unhappy customers around.
The Fifth Critical Element – Measure It
The only way to know what’s really going right and wrong is to measure regularly. This session will give participants some ideas for measuring customer service.
The Sixth Critical Element – Reinforce it
Next, participants will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.
Dealing with Stress
This session will offer some quick, easy ways to de-stress in any place, at any time.
ONLINE LEARNING
LIVE TRAINING
In Person Training
The traditional classroom style of training remains our Most Popular and Most Requested format. On-site training provides participants with an in-person facilitator who will work directly with the team, whether for a single training session or a training series. The Mainstream team will craft and tailor your experience to ensure that your training session is specific, relevant and unique to your audience while meeting your learning objectives. Why settle for ‘pre-formatted, pre-scripted, one-size fits all’ training programs, when our team is able to customize a program that is just right for you? We know that every team has unique learning needs, situations and that they come from a variety of industries, each having unique customer needs and demands. Our programs can be scaled to accommodate time restraints, unique learning needs and even industry or company nuances and barriers.
Don’t settle for a program that gives you almost what you need; our team wants to give you Exactly what you need.
Virtual Room
Delivering traditional onsite training results …virtually!
We’ve officially changed the rules and redefined what is possible in the world of soft skills learning. Our unique technology, accompanied by honed delivery methodology, have successfully replicated the traditional classroom-style training environment, allowing it to exist online.
Most online training solutions limit participants’ responses to keystrokes or to single person conversations because -with inferior technology- group discussions become distorted and confusing to follow. Our Virtual Room has eliminated those barriers and encourages learning through meaningful instructor feedback, skills modelling and engaging group discussion, without visual or audio distortion
The Virtual Room is for any organization seeking a flexible substitute to traditional onsite training; whether to lower costs, eliminate unnecessary travel or to simply ease the burden of demanding work schedules.
Lunch & Learn
A Lunch and Learn session is an onsite or virtual learning program with a facilitator-led session sharing valuable information and skills on an area of identified learning interest. It’s a great break away from a traditional training program, allowing your team the opportunity to learn while enjoying their lunch. Due to the limited time, the program focuses on specific learning concepts and skills. It is an interactive session that quickly targets and reveals learning objectives that are predetermined by the training organizer. Lunch & Learn sessions are also great as a training series, providing progressive learning programs for developing skills in a ‘bite-sized’ format.
WORKSHOPS & WEBINARS
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