Making the difference through customer service

Interpersonal Skills Training

In an increasingly competitive world, customer expectations are rocketing.

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WHO’S IT FOR?

Making the difference through customer service just makes sense. Quality and costs are no longer the only factors behind customer satisfaction – the customer service experience you deliver can make or break a long-term business relationship. Getting straight to the heart of the matter, this practical seminar challenges you to assess and improve your own approach to customer service using the world-class RATER model. Using reflective and experiential training techniques, you will be challenged to grow—individually and as a team. This customer service seminar is designed for all professionals working in a customer-facing role, whether internal or external.

By the end of this practical seminar you will have:

identified and examined your customers’ 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.

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WHAT’S COVERED IN THE TRAINING?

Managing customer expectations – the essentials.
Identifying customer excellence.
Introducing and implementing 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 in your workplace.