About the session...

How do you ensure that every interaction with your customer creates a positive impact about your company? This workshop sets out to demonstrate how engaging with customers properly can benefit the customer, the employee and the Company.

Effective customer service can change a company’s reputation for the better. Through this workshop, participants will gain a new perspective on how to understand the customer journey and create a positive customer experience that delivers customer satisfaction and keeps your customers returning.



Professional Customer service is essential if you want to keep your business growing and stay ahead of your competitors. It helps companies build customer loyalty giving customers what they want and what they need. With the right training, skills, and knowledge, customers can be handled properly and effectively. With a positive attitude, your employee can deal effectively with the most challenging situations and both parties can end the conversation satisfied.

Objectives

• Understand what customer service means
• Identify the customer journey
• Connect with customers
• Cultivate a positive mental attitude
• Manage internal and external stress
• Develop abilities to listen actively and empathise
• Build rapport with customers in person and over the phone
• Understand the diverse challenges posed by customers

Agenda

• Introduction & objectives
• Customer service – why it’s important
• Who is the customer and what do they want?
• What do we mean by customer service?
• Defining the customer journey
• Communication and touch points
• Personality types and communication styles
• Building rapport, body language & voice tone, listening
• Effectiveness and efficiency
• Handling challenging customer situations
• Key learning’s
• Personal Action plans