Smart Customer Service Workshop

Smart Customer Service Workshop

Service & Experience Management Workshops

 

Smart Customer Service Workshop – July 7, 2020

 

 OVERVIEW

Smart Customer Service Workshop is designed to provide your employees all the fundamental customer service skills they need to positively and professionally interact and communicate with customers — both internal and external. They’ll leave the workshop feeling upbeat, motivated, and ready to deliver first-class service.

This workshop will help your employees to feel good about their roles in providing the good customer service and their accomplishments, feeling proud of their contribution to the success of the company.

To create sustainable behaviour change, this workshop includes the personal development and action plans toward continuous improvement of service quality.

 

🔴 WORKSHOP OBJECTIVES

At the end of this workshop, participants will:

  • develop an enhanced self-awareness of customer service skills;
  • have a greater understanding of customer expectations, perceptions and needs;
  • have learnt techniques and structures to consistently deliver exceptional customer services;
  • Increase their confidence and communication skills;
  • appreciate how customer service efforts impact company profits;
  • understand that internal customer service is just as critical as external customer service;
  • be able to prioritize and focus on the top expectations of customers;
  • be able to identify their own personality style and the personality styles of customers;
  • be able to apply personality knowledge to communicate more effectively with customers;
  • be able to make better choices to improve attitude;
  • develop a personalized strategy for improving listening skills;
  • be able to choose vocabulary that is calming and persuasive; and
  • be able to refer to a recovery system for turning angry customers into happy repeat customers.

 

🔴 DURATION: 1 Day

 

🔴 TIME: 9:00 am – 5:00 pm

 

🔴 VENUE: Bervidson Training Center, Lekki Phase 1, Lagos

 

 

Achieving Superior Service Workshop

 

 

Smart Customer Service Workshop – Techniques to confidently & consistently deliver exceptional customer service & positively impact company profit.

 

 

 

🔴 OUTLINE 

What is ‘World Class’ Customer Service?

  • What does world class customer service look like?
  • Who is currently delivering world class service and what can we learn?

Service Expectations

  • What do our customers expect and why?
  • What happens if we fall short of expectations?

Skills Requirement for Delivering Smart Customer Service

  • What are the skills that are necessary to deliver world class service?
  • Questioning, listening and building rapport with customers
  • Communication skills

Showing Customers, You Care

  • Developing customer focused attitude
  • Building rapport with customers
  • Identifying customer needs employing effective questioning and listening skills

Service Through Communication

  • Effective communication with customers
  • Using positive language and language that customer understand
  • Seeking to understand customers and being understood

Managing Emotions and Behaviour with Customers

  • How to guard your emotions
  • Understanding how your behaviour can impact on your relationship with the customer
  • Using and Demonstrating empathy with customers

Handling Challenging Customer Situations

  • What are challenging customer situations?
  • Maintaining poise in the face of challenging customer situations
  • Diffusing escalating challenging customer situations
  • Dealing with angry and upset customers
  • 7A Model of handling challenging customer situations
  • Service recovery guide
  • Turning challenging service situations into opportunities goldmine

 

🔴 WORKSHOP FEE:

N55,000 per Participant
(Group Rate Available)

 

REGISTRATION:

 

🔴 PAYMENT DETAILS

You can pay online @ MAKE PAYMENT 


OR pay directly to:

👉Bank: FCMB

👉Account Name: Bervidson Consulting Limited

👉Account No: 3432812015

 

Smart Customer Service Workshop – Techniques to confidently & consistently deliver exceptional customer service & positively impact company profit.

 

Problem Solving & Decision Making Workshop

 

 

🔴 SOME OF OUR CUSTOMERS:

Consultative Selling Skills Workshop

 

 

For more information, call or email us, or visit our website today.

3B Hakeem Dickson Road, Lekki Phase 1, Lagos Nigeria
+234 1 291 7328, +234 803 343 4776, +234 809 334 4776, +234 808 933 8444
info@bervidson.com , www.bervidson.com

 

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