Course description
Inspired Customer Service: Firm Boundaries, Exceptional Compassion
Have you ever heard anyone say, “Company X had incredible customer service, but they went out of business?” Neither have we.
Think about your worst customer service experience… Now think about the best!
What made the difference? In most cases -- it’s communication.
We've all come out of customer service experiences thinking:
- I might as well have been talking to a robot.
- They just didn't get it.
- Where the heck did they go for all that time?
- They asked me questions and then didn't listen to the answer.
- They insulted my intelligence.
- This policy makes no darn sense.
- I am never doing business with this company again.
Very often, that comes down to the rep's communication skill.
After this full-day session, your customer service team will have the tools and techniques to wow your customers with their exceptional compassion, even while maintaining the firm boundaries that protect your bottom line.
Training content
Your customer service team will:
- Maintain a mind of service so your customers feel cared for
- Communicate clearly so your customers never feel lost
- Speak definitively and with compassion so you have fewer escalations
- Listen and question effectively so you’ve got more single-call resolutions
- Handle difficult customers with aplomb so your most shrill critics become your biggest fans
- Inspire customers to stick with you and tell their friends
- Have fun so they can… have fun.
Course delivery details
LIVE: In person or video conference
About The Yes Works
TEAMIFICATION from The Yes Works
We work with world-class teams and their leaders to help them uncover and remedy the ways they unknowingly stifle their own potential, limit performance and profits, and hold each other back -- despite their best intentions. With tools, techniques, and...
