Nordic Customer Service Skills

 

Results:

• Understanding importance of service quality
• Higher self confidence
• More customer loyalty and retention.
• Fewer unhappy customers

Skills:

• Build rapport instantly
• Ask questions that get you the right information
• Elicit and utilize customer’s own satisfaction criteria
• Focus on customer’s objectives
• Solve customer’s problems with ease
• Handle conflicts positively

 

Duration:

3 days training followed by implementation over time

 

Work methods:

This training is based on role-play exercises. Participants learn by alternating as customers, customer service representatives and observers providing corrective feedback. Case studies are heavily used and participants write their personal skill development plan to implement during the following three months.

 

Program contents:

1.    Admirable service.

• What exactly is customer service? Different service concepts. Difference between satisfactory and great customer service. Customer service as the mission. Service as part of your corporate culture.

2.     Beliefs of the service personnel and how they can influence the quality of service.

• How to instill this attitude: “I just like this job”. Employees’ personal goals as tools for self-motivation and how they influence service quality.
• Attitudes of service personnel. How can they influence the customer’s opinion about the company? Methods to create positive attitude. How can beliefs influence attitudes? Beliefs that boost service quality. Art of positive thinking.

3.     Satisfactory service or great customer service.

• Customer’s satisfaction is not enough for today. What is the difference between a satisfied customer, an enthusiastic customer or a raving fan? What are you losing every day by not providing great service? Methods to ensure customer loyalty and retention.

4.     The ABC of efficient service.

• Service ethics. Efficient use of politeness. Language culture. Why is it important to keep smiling? Honesty to your customer pays.

• How does the employee’s appearance influence the customers’ attitude? Dress code.

5.     The Customer is here. What to do now?

• The importance of the first impression to the service process. Methods that produce a favorable first impression. The importance of eye contact. Use of positive body language. Properly greeting and saying good-bye to your customer. 

6.     Great customers service skills.

• Effective communication. How to start a conversation. Building up good rapport with every customer quickly. The words customers hate. Pacing the customer’s language patterns. How to show that you like your customer. How to pay attention to several customers at the same time.
• When should you listen to the customer? Active listening skills. Precision techniques to get correct information. Efficient questioning.
• Objections handling. Why do customers object? How to foresee customer’s objections and prevent them in due time. Turning objections to your advantage. “Objections aikido.” How to avoid taking objections personally. Selection and use of proper arguments.

7.     How to give the customer the best.

• How to give the customers more than they expect. Customer-oriented personal approach aimed at solving the customer’s problem.  How to make the customer feel important and comfortable.

8.     Difficult customers and conflict solving.

• How much does one unsatisfied customer cost? How to identify the difficult customer and what to do. How to take a conflict as a gift. How to look at the problem through the “customer’s eyes”. Conflict solving using rapport, active listening and objections handling skills. Methods for finding a solution to the conflict. Compensating customers. Proper reaction to unjustified criticism.

9.     Efficient service by telephone.

• How does the telephone culture create the company’s image? Telephone etiquette. Telephone rules. Proper use of voice and improved speech quality.

For availability and more info, please call now 402 597 6981

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