Soft Skills

Elements of Customer Service

Tutor: SETTEC
Start Date: Sunday, Mar 8,2020
End Date: Wednesday, Mar 11,2020

0LE per Course join now

Objectives:

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Contents:

Module 1 (Emotional Intelligence in Customer Service)

•   Introduction to effective customer service
•   Building awareness of EI and its importance
•   How to control undesired/unproductive emotions
•   Dealing with pressure and stress
•   Always get into empowering and productive emotional states

Module 2 (Who are my customers and how do I build trust)

•   The types of customers and how to communicate with each type
•   Precision Questioning to help identify needs
•   Developing trust and rapport within the first minute of the conversation

Module 3 (Handling Conflict and Difficult situations)

•   Stages of Conflict
•   The 4 Step Process of diffusing conflicts
•   The 4 levels of Listening
•   Dealing with difficult behaviors
•   Communicating Assertively
•   When to say “NO” without offending

Module 4 (Presenting your product with Influence)

•   Analyzing exact needs
•   F.A.B Model with a twist
•   Eliciting criteria/Values for buying and decision making
•   Influencing decision making
•   Negotiation Tactics and Reaching Win-Win Agreements
•   Gaining Commitment from Clients and moving forward

Module 5 (Dealing with difficult situations)
•   Profiling difficult customer types
•   Diffusing Hot Heads easily
•   Mastery of Handing complains and Objections
•   Creating a lasting Impression and Follow Up

What Will Participants Learn?

•   Demonstrate a customer service approach
•   Understand how your own behavior affects the behavior of others
•   Demonstrate confidence and skill as a problem solver
•   Apply techniques to deal with difficult customers
•   Make a choice to provide customer service
Models Covered:

•   Daniel Goleman EI Model in Communication
•   NLP State Accessing Pattern
•   NLP Stress Buster Pattern
•   D.S.T.R personality types model
•   NLP Precision Model for Questioning
•   NLP Rapport building Technique
•   Hierarchy of Ideas for managing conflict
•   Finding Common Ground for conflicts using the “Agreement frame”
•   Solution thinking Vs. Problem thinking Model
•   Assertive Vs. Aggressive communication styles
•   NLP Model for Criteria Elicitation
•   Modified F.A.B model for presenting the product/service
•   10 ways to “Reframe” Common objections
•   Powerful Vs. Toxic words
•   NLP reframing Model
•   Paul Ekman F.A.C.S system for decoding facial expressions

Language:

• The materials for the trainees will be in English.
• The language of instruction will be in Arabic / English.