Course Overview
Customer Service Essentials is a workshop designed specifically to fine-tune the skills and behaviors of Customer Service Organizations.

This hands-on, interactive workshop introduces participants to the core values and communication styles of their customers and how to most effectively address their customer service issues.  Participants leave with the tools to provide superior customer service.

Audiences
The Customer Service Essentials workshop has been successfully integrated into organizations, serving:

• Banking, Financial Services & Insurance
• Hardware & Software Technical Support
• Retail
• Entertainment
• Hospitality
• Travel

Core Modules
Understanding Yourself and Others – Temperament theory and practice.  Explore the 4 working styles / temperaments and determine your own personal “best-fit.”  Once you understand what makes you tick (and what ticks you off) learn to “de-code” other personality types and develop your own toolkit of understanding and techniques to work productively with your customers and inside your own work team.

Material & Personal Service – Your customer service obligations are to both your organization and your customer.  Discover the attributes of material and personal service to your customers – what part of customer service is “taking care of the customer” and what part is being a “good” employee.  We’ll explore the service components of your organization and how they map to superior customer service.

The Four-Step Plan – What is it exactly, that I’m supposed to do differently?    This easy-to-remember 4-step plan give participants the tools to develop rapport with their customers, gather information, communicate with the customer and close the service interaction effectively.

Advanced Modules
Select two (2) modules (in addition to the Core modules) for a full-day workshop:

Customer-specific Role Plays – Real-life examples based on your customers and their issues.  Practice customer service interactions in a “no-pressure / safe” environment.  Scenarios are developed using your specific customer service issues and processes to simulate real-world customer examples.

Effective Delegation – It’s more than getting someone else to do the things that you don’t want to do.  Learn the basic rule to decide if you should do it yourself or ask someone else.  Practice delegating, measuring the results and providing feedback.

Virtual Team Participation – Influencing others when you have the responsibility, but not the authority.  Discover how understanding and responding to the personal motivations and values individuals hold can create an effective virtual team.  Develop and practice effective communication and measurement processes.

Organizational Change – If change is the only constant, why is it so hard to do?  Learn what each of the four temperaments fears most (consciously and unconsciously) about change and how to address them productively.  Shape and improvise your strategies for change, as you understand what individuals need in order to embrace change and move forward.

Objectives
After completing the Core Modules, participants will:

• Understand their preferred Temperament and working style
• Become aware of the strengths and challenges of their style
• Recognize their customers’ Temperaments and interact more effectively
• Understand the obstacles to superior customer service and how to overcome them
• Have a working Four-step plan to enhance customer service interactions

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