Customer Service Training - Front-Line Service Skills

Living the Brand Promise

"My call handling time dropped from 260 to 230, and I know it’s because I have used the diffusing skills I learned in class." 
Customer Service Rep | Cardmember Services | JPMorgan Chase

Description:
Every interaction with a customer is an opportunity to connect in a way that builds loyalty and leaves a positive, lasting impression. Employees come into contact with both internal and external customers throughout the day. The service provider is expected to resolve customer problems and meet customer needs in a way that reflects positively on their team, department and the organization.

Connecting With Customers provides individuals with the skills and strategies needed to enhance each customer connection.

Objectives:

1. Define the role of a Customer Service Professional
2. Respond to difficult situations while ‘Keeping Your Cool’
3. Incorporate the Connecting strategy in all customer interactions

Outline:

I.  Module One: The Customer Service Professional

• Know the Five Key Service Expectations
• Demonstrate the Customer Connection Model
• Define the role of a Customer Service Professional

II.  Module Two: Managing the Interaction

• Implement the ‘Keeping Your C.O.O.L. Strategy’
• Recognize the impact your body language, voice tone and choice of words have on customers

II.  Module Three: Enhancing the Connection

• Connect With Customers using a four-step strategy
• Use listening skills designed to Build rapport, Defuse upset and/or angry customers, Say ‘No’ in a customer-friendly manner

Target Audience:
Front line to Executive level
 

To speak with an LSA Expert to learn about the customer service training - front-line service skills program customization and delivery options for your company, please contact us.