Customer Service Training:
Excellent customer service skills are critical for almost any position in your company. This in-depth series covers the essentials for interacting with customers as well as making good decisions and dealing with conflict. The complete customer service training series is 8 hours of content.
An Introduction to Productive Conflict Resolution
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Know some of the basic tenets of conflict resolution
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Know how to look at conflict as an opportunity for productivity and growth
Applying Service Gap Analysis
- How to use the Service Gap Analysis Chart
- How to think about moments of truth
- How to get the information you need from customers
- How to validate customer observations
- How to prioritize fixing service expectation/experience gaps
Applying the Service Experience Chart
- How a Service Experience Chart is used
- What the concept of “moments of truth” means
- How to go about improving customer experiences
Avoiding Faulty Decision Making
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Understand the different types of bias
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Know where they cause problems in organizations
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Know how to avoid common decision-making traps
Characteristics of a Value-Centered Organization
- Be able to identify value-centered organizations
- Know the key characteristics necessary to become one
- Learn the steps to adopt these actions
Communication Channels
- Discuss the nature of communications in an organizational setting, including communication flows, channels, and networks
Conflict Management
- Why conflict is not inherently bad
- How to handle conflict when it arises
- How to handle difficult people in a work environment
Customer Service Communication Skills
- Learn the fundamentals of good customer service
- Understand customer expectations and fulfilling those expectations
Dealing with Stressful People
- Learn how to communicate effectively
- Understand why delegating or "sharing the load" is important
- Learn how to say no to people
- Know why creating a support system can help reduce your stress
- Understand why a sense of humor is important in reducing stress
- Learn how to listen actively
Decision Making: A Model for the Best Style
- Know the difference between command, consultative, consensus, and delegated decision making styles
Decision Making: An Overview
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Know the three keys to effective decision making
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Know how to determine who has decision making authority
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Know to begin a decision with the end in mind
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Know what boundaries regulate your decision making
Diffusing Techniques for Healing Customer Relationships
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Know how to keep your emotions separate from the conflict
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Learn the techniques available to diffuse irrational emotions
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Know how to turn the situation into a positive interaction
Ensure that What You Do Matters: Apply the Customer Window
- Understand the concept of the customer window
- Learn when and how to implement the customer window
- Know how to use the information gleaned from the customer window
Good Communication
- How to give useful feedback
- The ins and outs of active listening
- How to master nonverbal communication
Handling Conflict with the Thomas-Kilmann Model
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Understand the Thomas-Kilmann Conflict Model for handling conflict
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Know when to use each of the five conflict handling styles identified by the model
Handling Conflicts in High-Value Relationships
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Understand the conflict handling strategies suggested for high-value relationships
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Know how to apply these strategies to a conflict situation
Handling Conflicts in Low-Value Relationships
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Understand the conflict handling strategies suggested for low-value relationships
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Know how to apply these strategies to a conflict situation
Healing Customer Relationships
- Learn the do’s and don’ts of dealing with customer relationships
- Know how to heal a relationship that has been upset or damaged
- Gain the knowledge necessary for finding middle ground between you and the customer
Identifying the Causes of Conflict
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Understand what causes conflict
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Identify jobs at risk for conflict
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Learn the potential outcomes of conflict
Key Qualities in Building Customer Loyalty
- What are defining moments in providing customer service?
- How do I provide a positive connection to a customer?
- Why should I build customer loyalty?
Know and Work With the Expectations of Those You Serve
- Learn why knowing customer expectations is important
- Know how to find out what these expectations are
- Understand how to adjust your organization to customer feedback
Learn to be On-Stage to Provide the Best Service
- Why you should use a character for customer service
- How you can develop that character
- How to maintain this technique and make it effective
Making Command Decisions Work for You
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Know what a command decision is
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Know the pros and cons of a command decision
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Know when (and when not) to use command decisions
Making Consensus Decisions Work for You
- Know what a consensus decision is
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Know the pros and cons of a consensus decision
- Know when (and when not) to use consensus decisions
Making Consultative Decisions Work for You
- Know what a consultative decision is
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Know the pros and cons of a consultative decision
- Know when (and when not) to use consultative decisions
Making Decisions as a Group
- Understand the pros and cons of individual and group decision making
- Learn to recognize the signs of groupthink
- Recognize different tools and techniques for making better decisions
Making Delegated Decisions Work for You
- Know what a delegated decision is
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Know the pros and cons of a delegated decision
- Know when (and when not) to use delegated decisions
Making Ethical Decisions
- Consider the role of ethical behavior and culture on decision making
Managing Conflict in the Workplace
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Understand different ways to manage conflict
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Understand your own communication style
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Learn to stimulate conflict if needed
Minimizing Gossip and Rumor
- What is the difference between gossiping and rumors?
- Why do people gossip?
- How can I reduce the problem of negative sharing and gossips in my office?
Overcoming Barriers to Workplace Communication
- Explain barriers to communication
- Discuss the most common types of barriers to group communication
Over-Service to Leave a Lasting Impression
- What is over-service and how does it benefit your company?
- What are some examples of over-service?
Package Your Service with Warmth
- Learn how to show a customer you care about them and their needs
- Be perceived as warm and friendly
- Learn to listen and focus on an individual
Promote Your Service Value
- What is a value proposition?
- Who is it aimed at?
- How can a good one help your business?
Take Care of Yourself to Provide Sustainable Service
- Learn when you should take a quick break instead of continuing to work
- Understand how to balance work and well-being
- Know how to address mistakes made under stress
The Four Key Qualities of Stellar Customer Service
- What is the STAR system for customer service?
- Why are these aspects of customer service important?
- What are the three dimensions of service?
The Prisoner's Dilemma in Negotiation
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Understand how a prisoner's dilemma works and why both parties can do best by cooperating
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Know how the prisoner's dilemma applies to every negotiation you'll face
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Know how trust, perception, incentives, and information relate in a negotiator's dilemma
Turn Lemons into Lemonade: Handling Complaints Effectively
- Learn the step-by-step process of handling customer complaints
- Understand that complaints can be used as beneficial feedback
- Use this feedback to change your organization's processes for the better
Understand What Those You Serve Value: Evaluation Values
- Define the evaluation values of customers
- Learn about each value and how they affect customer satisfaction
- Know how to use these values to the advantage of your company
Understand What Those You Serve Value: Selection Values
- Define customer selection values
- Understand how each value affects a customer's decision
- Learn how to use these values to the benefit of your organization
Understanding Conflict in the Workplace
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Define and understand different types of conflict
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Address why conflict isn't always considered negative
Understanding Decision Making
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Define decision making
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Understand different types of decisions and when to use them
Use Effective Phone Skills
- Learn how to make a phone call politely
- Understand how your demeanor on the phone affects the other caller
- Be able to make, answer, or transfer phone calls efficiently
When You Can't Say "Yes"
- Learn how to offer options to customers
- Understand how to politely say no when you can't say yes
- Be able to negotiate with insistent customers
Win Over that Difficult Person
- Learn how to handle difficult customers
- Understand what tactics work best for calming a customer
- Be able to solve problems and empathize with the customer
Win-Win Negotiations for Conflict Resolution
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Become familiar with a series of strategies designed to help you find mutually-beneficial solutions to conflicts
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Know how to apply these strategies to any conflict situation