Learn the essential techniques and skills needed to excel in your interactions with all types of customers. This one-day course will show you what it takes to provide exceptional customer service.

Participants will learn how to “put a smile in their voice” when dealing with others. Through a series of lectures, practical exercises and critiques, practice your verbal communications, telephone etiquette, positive thinking, and problem solving in a way that will significantly enhance your customer service skills and career potential.

Who Should Attend? Anyone that has interaction with client/customer and those interested in sharpening their communication skills when interacting with internal and external customers.

Objectives: By the end of the course, you will be able to use the tips and techniques prescribed to excel with your interpersonal communications in any situation.

Topics:

Make your customers feel important and appreciated

Use active listening and relationship building

Make your customers feel important and appreciated

Use active listening and relationship building

Use questioning techniques to quickly learn the reason for the inquiry

Learn and practice problem solving skills

Understand the impact of verbal and non-verbal communications

Handle inbound and outbound calls effectively and efficiently

Length:            One day

EXCELLING IN CUSTOMER SERVICE-PUT A SMILE IN YOUR VOICE

AGENDA

Define customer service skills and explain their importance

Review communication skills and describe their impact on customer service

Verbal and non-verbal communications – how do you rate?

Handle inbound and outbound calls efficiently

Become a better listener

How to earn the customers’ trust

Identify different types of customers

Problem-solving and decision-making strategies

Exercise: Demonstrate techniques in problem solving and decision making

Review recovery processes

Practice telephone courtesy and voice etiquette skills