Customer Service Training Training San Francisco

Lesson 1: The Impact Customer Service Training

Savvy businesses know that staff who deliver great customer service resulting are greater sales and customer loyalty, are indispensable. The best customer service reps
are highly valued and are often promoted to more senior roles.
The attitude and communication skills participants learn on this class and when interacting with customers and colleagues, will quickly enhance their reputations and
boost your careers.

Lesson 2: Customer Service Today

In this lesson we start off by defining customers (both internal and external). We discuss what customers want and then define what great customer service looks like in
today’s world. Great customer service may look different for a millennial than it does for a baby boomer, so we look at the generational differences of the 4 major generations
of today, namely the baby boomers, generation x, the millenials, and generation z.

Lesson 3: This Thing Called “Loyalty”

Repeat business or customer loyalty is the lifeblood of any organization. In this lesson we define a lifetime customer, and what drives a customer to remain loyal. We also consider the cost of losing a customer.

Lesson 4: Having the Right Skills and Attitude

Establish the right attitude is key to delivering great customer service. In this unit we will explore all the characteristics of a high performing customer service representative. The attitude, skills and the characteristics of high performing service providers.

Lesson 5: Communication Skills

Learning to communicate well is key to delivering outstanding customer service.
In this lesson participants will learn to make a great first and lasting impression, how to build rapport with customers, how to engage in active listening to better under the customer’s needs, how to read body language to help in reading a situation, the power of asking questions, using language that engages and influences, and finish off with learning 5 key communication principles.

Lesson 6: Email and Customer Service

More and more customer engagement today takes place via email. This has tremendous advantages and disadvantages. We learn what customers expect using this medium, how to write effective emails and good email
etiquette.

Lesson 7: Value of a Complaint

A complaint is often a gift for a business. In this lesson we review the ground rules for receiving a complaint, hot buttons and forbidden language. Recovering Difficult Customers. Dealing with difficult or angry customers can be a challenge. In this lesson you will learn seven diffusing techniques and how to best manage your own emotions.
You will learn to disengage which is a useful technique when dealing with an aggressive customer and ways for your customer to save face and avoid an embarrassing situation. Finding ways to say “yes” and offering your customer
choices is a great way to empower the customer. And follow-up procedure will ensure the customer is fully recovered.

Lesson 8: Measuring Customer Satisfaction

Here we look at the importance of customer feedback and different methods for collecting feedback. Net Promoter Score (NPS) is a great method to measuring customer satisfaction.

Lesson 9: 10 Key Customer Service techniques

The class finishes off with practical tips on what should do in 10 unique situations such as when a customer asks for a discount, when a customer threatens to defect to the
competition, or when a customer expresses displeasure.