Introduction
In this challenging world when AI and Robotics are the key trends that shape future customer service role, many routine tasks have been delegated to smart machines. Therefore, critical thinking has become one of the most important elements required for customer service representatives.
It is no longer enough to learn just learn from the scripts and to follow standard procedures in order to become a good customer service professional. In these challenging industries customer service excellence is more about adopting to a new mindset and moving away from manual routine tasks to a more challenging and creative opportunities.
Learning outcome
- To have the motivation to provide a better customer service
- The ability to project a good impression through telephone conversation
- Having the knowledge of the different types of customers and ways to handle them
- To have the skill to act fast on customer’s complain
- Effective active listening skill
- Methods in handling customers objections/rejections
- Produce a more effective team to assist each other
- Managing stress level
Methodology
- Sharing
- Video
- Role-play
- Activities/Games
- Case study
Who would benefit
For those who are in the service industry and wish to improve their telephone customer servicing skills
Course outline
Module 1: The Importance of Excellent Customer Service
Without customers, there will be no business. Without business, you will be out of job. This simple understanding shares to you why excellent customer service is important in any organization
- The Importance of Excellent Customer Service
- The definition of customer service
- The benefits of customer service. What is in it for you?
- The cost of poor customer service
Module 2: Know Your Customer with DISC Insight Profiling & Differ
Knowing who your customers are and what they want will help you to provide the service which they wanted, thus sustaining your business.
- Who is your Customer?
- What Customers Looking for?
- What Customers Don’t Want
- Type of Customers
Module 3: Handling Customer’s Complain: Critical Thinking in Critical Situation
It is common for your team to receive customers’ complains. Handling such situation is not exactly the same as if they are in front of you. We need to use critical thinking in handling such critical situation. So the technique to deal with it is a bit different.
- Understanding Critical Thinking
- Process in handling critical situation
- Communicating to Calm the Situation
- Empathetic Listening Skill
- Effective Questioning Technique
- ABC Critical Thinking Principle in handling customers’ complains
- Ending A Call With Positive Impression
Module 4: Managing Telephone Handling Stress
Handling customer service especially through telephone can be stressful especially if we constantly have to handle customers complains. It is therefore important to manage the stress level in order not to reach to the danger level.
- Understanding stress
- Stress causes by customers’ complains
- Ways to manage your stress in your work place
- Releasing your stress