Soft Skills

Making the difference through customer service

Personal & Interpersonal Skills | Soft Skills |Seminar

call center target training

In an increasingly competitive world, customer expectations are rocketing.  Quality and costs are no longer the only factors – the customer service experience you deliver can make or break a long-term business relationship. Getting straight to the heart of the matter, this seminar challenges you to assess and improve your own approach to customer service using the world-class RATER model.

Who’s it for?

This seminar is designed for all professionals already working in a customer-facing role, whether internal or external. Using reflective and experiential techniques, participants will be challenged to grow—individually and as a team.

What are your outcomes?

By the end of the training intervention you will have:

  • examined your customer’s fundamental service expectations
  • understood and applied the RATER model to your specific needs
  • prepared to maximize your customer impact during “moments of truth”
  • developed your core communication skills to deliver a great customer-service experience
  • planned to transfer your training to your workplace

What’s covered?

  • Managing customer expectations
  • Identifying customer excellence
  • Introducing RATER (Reliability, Assurance, Tangibility, Empathy, Responsiveness)
  • Recognizing and implementing RATER behaviors and language
  • Listening to learn, and learning to listen
  • Asking effective questions to uncover needs and priorities
  • Communicating appropriately via email and telephone
  • Giving bad news
  • Saying “no” without breaking the relationship
  • Maximizing your impact in “moments of truth”
  • Putting it into practice
Participant rating
  • Duration: 2 days
  • Investment:  € 3100
brenda vanseters target training

“Effective customer service training enables professionals to communicate clearly and effectively. Having the ability to put yourself in your customers’ shoes is essential. When did you last have a good or bad customer service experience, and how did it make you feel? In this two-day seminar, you’ll learn and practice implementing effective tips and tricks to help you make a real difference.”

Brenda van Seters