Professional Customer Service Development Program - 3 Days

Professional Customer Service Development Program - 3 Days

Program Objective

Most customer service practitioners know how to converse, but they will struggle when coming to ways in improving on their own communication competencies and effectiveness as well as leading others to improve. This is especially true when they attempt to move from relationship to a more professional approach to servicing a customer. More often than not, when a customer service practitioner faces a prospect in unfamiliar scenarios, they become ineffective for reasons ranging from a lack of personal confidence to inadequate communication techniques in handling the customer. This customer service development program is specially designed for customer service portfolios and offers you a holistic approach that helps to ensure that you are able to service effectively as well as lead others to achieve new levels of success at the marketplace. Emphasis is given to the mindset of the customer service practitioners as well as refining the communication techniques of the individuals.

Professional Customer Service Training: Customer Service Development Program For Customer Service Practitioners focuses on the following areas:

  • Communication
  • Negotiation
  • Problem solving and decision making
  • Relationship management
  • Service mindset

Training Outcome

After completing the program, you should be able to:

  • Acquire fundamental skills in customer service management and managing key accounts
  • Communicate and negotiate effectively about service issues and solutions to both internal and external customers
  • Create a loyal relationship between the customer and your company’s brand and what it represents
  • Cultivate a “Can Do!” service-oriented mindset
  • Utilize a professional and standardized approach in servicing customers



Day 1:

I. Interpersonal Communication

  • Building credibility
  • The 4 Quadrant Communication Model
  • Identifying your personal style of communicating
  • Developing your style towards effective relationship building
  • Shifting into positive action


II. Being Effective In Communication

  • Applying learning in the workplace and relationships
  • What others say and do and what is important to them
  • What we do more of when interacting with others
  • What we avoid doing when interacting with others
  • World café: Revealing our blind spots


III. Key Pillars In Communication

  • Active listening
  • The 5 techniques in active listening
  • Discovery questioning
  • The 5 types of questioning
  • The 3 techniques in discovery questioning


IV. The Principles Of Influence

  • Reciprocation
  • Scarcity
  • Authority
  • Consistency
  • Liking
  • Social proof



Day 2:

I. The 5 Star Customer Service Cycle

  • The most beautiful word in any language
  • The SMILES process
  • Getting things done the customer’s way
  • The elephant in you
  • Promising promises


II. Setting The Stage

  • Creating positive first impressions
  • Making a good start
  • Building rapport
  • Focusing on the positive
  • Making small talk


III. Dealing With Difficult Customers

  • Type of difficult customers and how to handle them
  • The LIAR Model
  • Saying the right things
  • Finding the best moment
  • Dealing with emotions


IV. Handling Customer Complaints

  • Why customers complain
  • Types of complaints
  • How to handle customer complaints using EASE
  • Customer complaining channels
  • Procedures of handling customer complaints
  • How to turn customer complaints into your competitive advantage



Day 3:

I. Overview – Objection Handling

  • 6 reasons for objections
  • The difference between objection handling and negotiation
  • 6 basic types of objections
  • 10 basic objection handling techniques
  • QUIET and Test techniques


II. Handling Objection Handling I

  • The PLUS Technique
  • Skepticism
  • Case study
  • Indifference
  • Case study


III. Handling Objection Handling II

  • Misunderstanding
  • Case study
  • Drawback
  • Case study
  • U-turn with Feel, Felt, Found Technique


IV. Advanced Techniques In Objection Handling

  • Benefits Checklist
  • LAER Process
  • Pain Gain Funnel
  • How to turn around dead fish deals
  • Negotiating with a liar