Keep your customers wanting to choose YOU…
Train your team to deliver excellence in every Customer Experience!
Interactive Training: PEOPLE Skills / PHONE Skills / WRITING Skills
Phase #1: PEOPLE Skills
It’s About Them… And It Starts With You!
Unit 1: Creating an Atmosphere and Mindset of Excellence: Customer Experience, Perceptions, and Expectations
Unit 2: Communicating and Relaying Customer Respect: Engaging & Valuing Diverse Personalities
Unit 3: Creating a Culture of Service: Core Values in Action
Unit 4: Creating Customer Connection: Understanding Generational Needs and Cultural Cues
Unit 5: Hands-On Scenarios: Applying Generational and Cultural Cues in Your Organization
Unit 6: Emotions and Triggers: Understanding Customer Reactions and Managing Your Responses
Unit 7: Verbal Responsibility: What You Say and How You Say It: Customer Conversations, Difficult Customers, Word Choice
Unit 8: Hands-On Scenarios: Verbal Responsibility: Frustrations, Situations, Real Conversations
Phase #2: PHONE Skills
Tact, Tools, and Techniques
Unit 1: Preparing a Customer-Centric Phone Environment: Communication, Tools, Perception, and Expectations
Unit 2: It’s About You: Voice Awareness: Tempo, Tone, and Perceived Attitude
Unit 3: It’s About Your Customer: Greetings, Transfers, Messages, Closings
Unit 4: Call Technique & Word Choice: Keeping the Call on Time and On Target; Responding to Difficult Customers
Unit 5: Keeping the Customer Care Going: Tips to Keep You Energized and Avoiding Burnout
Phase #3: WRITING Skills
Credibility and Clarity That Reflects Your Company
Unit 1: Writing with Credibility: Everything You Write Creates a Picture of You and Your Organization!
Units 2a & 2b: Writing with Clarity: Common Mistakes in Grammar, Punctuation, and Word Confusion
Unit 3: Writing Effective Emails: Create Clear and Concise Emails That Get Opened and Get Action!