Exceptional Customer Relationship Management – CRM Course

Upon completion of this day, participants will be able to:

• Recognize how listening affects communication
• Identify the impact of perception on service quality
• Apply high quality telephone techniques and identify barriers to implementation
• Understand how emails impact the image of professionalism and determine when it is/is not appropriate to use email
• Identify the rules for writing, sending, and receiving emails
• Keep their email inbox organized

What is Excellent Service and How Do We Provide It?

• Customer service elements – what works, what doesn’t
• “Moments of truth” and the service chain in the organization
• Service standards – what “just has to be there”
• Service attitude – every customer deserves a fresh pair of ears and eyes

Service Styles – Different People, Different Needs

• Determining service style
• Understanding different people and different needs
• Developing flexibility and versatility to meet customers' needs

Improving Service Provider Techniques

• Active listening: insuring that the message sent is the message received
• Professional telephone skills, face-to-face interactions, and email messages
• Problem solving: negotiating win/win solutions to customer requests

Dealing with Angry/Upset Customers

• Handling angry/upset customers: success strategies when you are the “hostility manager”
• Maintaining composure and professionalism when “under fire”
• Knowing when to flex and when to set limits
• Identifying really difficult people and how to deal with them
• When you need to say “no”

FOR WHOM

Customer Service Staff, Customer Service Agents, Reception Staff, Administrators, Call Handlers, Telemarketers, Supervisors, Team Leaders, Managers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.