CSP0106 | The Art of Customer Service for Professionals

Start End Duration Venue Fees
01 Jun 2020 19 Jun 2020 3 Weeks Bangkok $11,500 Register
03 May 2020 21 May 2020 3 Weeks Cairo $9,500 Register
06 Jul 2020 24 Jul 2020 3 Weeks Istanbul $11,000 Register
09 Mar 2020 27 Mar 2020 3 Weeks Kuala Lumpur $11,000 Register
09 Aug 2020 27 Aug 2020 3 Weeks Abu Dhabi $10,500 Register
11 Oct 2020 29 Oct 2020 3 Weeks Dubai $10,500 Register
14 Sep 2020 02 Oct 2020 3 Weeks Jakarta $11,600 Register
16 Nov 2020 04 Dec 2020 3 Weeks California $14,000 Register
20 Dec 2020 07 Jan 2021 3 Weeks Sharm Sheikh $9,700 Register
23 Feb 2020 12 Mar 2020 3 Weeks Alexandria $9,500 Register
27 Jan 2020 14 Feb 2020 3 Weeks London $11,500 Register
27 Apr 2020 15 May 2020 3 Weeks Madrid $11,500 Register


PROGRAM'S BACKGROUND


Providing great customer service is a solid business decision with lasting results. Here’s what’s at stake: When customers are pleased, they’re likely to spend about 10% more on your product or service plus call again. But if they think they haven’t been treated right? More than 90% of them (according to a study by Technical Assistance Research Programs) will never buy from you again, even if you offer exactly what they’re looking for.

So, what makes the difference? Well, it’s not any one thing. Rather, it’s a unique combination of skills, techniques and methods that the most dramatically successful customer service operations all share. None of these are difficult to accomplish or require extraordinary skills, but they may take years to develop and refine on your own and cost you customers as you learn. That’s what makes this training program so valuable. It’s a one-of-a-kind way to get your customer service managers, supervisors and representatives up to speed on the best ways to handle difficult customers, deal with stress, motivate others, find the new personnel you need and put that extra “something” into every customer contact!

This comprehensive program consists of a variety of skill-building, information-packed sessions: each one explores a critical aspect of serving customers better. There’s so much to learn and experience in this unique program: just imagine how successful your customer service efforts could be if each person who attends were to pick up and apply just one skill from the hundreds presented: this training will literally pay for itself many times over!

PROGRAM'S OBJECTIVES


This Program’s Attendees Will Be More Able To:

›       The secrets to staying cool when customers get hot

›       How to meet the unique challenges of customer service management

›       Hidden gold: How to turn complaints into profits

›       What CSRs really need to stay motivated and productive

PROGRAM'S ATTENDEES


›       Customer Service Managers

›       Call Center Managers

›       Supervisors

›       General Supervisors

›       Team Leaders

›       Superintendents

›       Line Managers

›       Customer Service Representatives

›       Lead Reps and Specialists

›       Anyone who has regular customer contact and is responsible for taking care of customers’ orders, requests or problems

PROGRAM'S OUTLINE


Effortlessly manage lions, tigers, bears & other difficult customers

›       What works, and doesn’t work, for disarming an angry customer

›       How to take the bite out of asking questions that must be asked when the customer is “on edge”

›       How to let customers feel they’re right without bending company policies and procedures (the two are not mutually exclusive!)

›       The powerful “wrinkled face” technique for releasing anger

Extreme motivation: Powerful ways to keep CSRs pumped & productive

›       The golden rule of managing customer service employees

›       How to slow down turnover and keep employees more satisfied

›       Recent research on the toll that some management styles take on customer-contact employees

›       What job factors matter most to customer service reps

›       Incentives update: Who and what to reward and how to get the best results

Breaking news: What today’s customers really expect— and how to deliver it

›       Customer service recovery tips that work wonders in bouncing back from blunders and mistakes

›       Ways to identify and avoid the deadliest customer turnoffs

›       How to use language that soothes, rather than alienates, customers

›       The powerful golden rules for working with customers

›       How to make sure that what is being said is what the customer hears

How to teach employees to give 110%

›       How to measure smiles, voice tone, friendliness and other service intangibles

›       A step-by-step system for spelling out customer service expectations

›       How to implement standardized customer service and make it work for business

›       12 ways to measure the effectiveness of efforts to deliver quality customer service

Mirror, mirror on the wall: Is your voice as friendly as your smile?

›       Don’t sound like a recording, vary voice inflection using these 4 simple tips—and watch how customers respond

›       Here’s how to breathe towards a calmer voice

›       How to get irate customers to back down by simply changing how loudly or softly you speak

›       The absolute single best tool for getting off to a good start with a customer

Down with stress! Look & sound wonderful—even on the worst days

›       How to detect signs of stress before it gets out of hand

›       How to lower tolerance to stress … and amazingly reduce the amount of stress experienced at work

›       Avoiding burnout: Secrets the highest-volume service centers swear by

›       How to play the “time warp” game immediately after a nasty encounter with a customer: stress will melt away!

Deflecting the sting of put-downs, criticism & attacks

›       How to stop “taking the blame” and build a bulletproof shield

›       How to find the grain of truth in most criticism and grow from it

›       Become aware of and eliminate harmful passive-aggressive behaviors that mask hurt feelings

›       Understand the 5 levels of reaction to personal criticism

›       A surprising technique that takes a little self-control but is amazing in its ability to deflect the sting of criticism

How to build rapport & win respect

›       How to master the art of making instant connections with customers

›       5 great ways to quickly get customers on your side

›       Know how to tap into the little things that mean a lot to customers

›       The critical difference between “you” and “I” messages and which to use to project honesty and sincerity

›       ”Style stepping” master this technique to make customers feel comfortable and taken care of

Help! I need an emergency attitude makeover!

›       Sweat the little stuff? Here’s help in putting things in perspective

›       How you can dramatically alter your life by the way you think

›       The “path of least resistance” can work magic in a service job

›       How moods can affect a job, success and happiness

When the answer must be “no”: how you say it is 99% of your success

›       Don’t have to be a doormat , learn how to stand up for your company and still win customers

›       The difference between the hard “no” and the customer-friendly “no”

›       The fundamentals of assertive, not aggressive, behavior and how they apply to a job

›       How to fulfill customer needs without selling the store

ADDITIONAL DETAILS




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Material published by Pioneers shown here is copyrighted.
All rights reserved. Any unauthorized copying, distribution, use, dissemination; downloading, storing in any medium, transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.
P.O. Box 11111,
Ibn Al-Hakam Square, Helmyat El-Zaytoon, Cairo, Egypt
Tel: 002 01117866099 | 01117864455, Email: info@pioneerscenter.com
 

Benefits to Organization

1. The candidates will become competent, effective and productive on their jobs. This training program is useful for:
        · Competency building where existing employee is promoted or planned to be promoted.
        · Technical knowledge, skills and competencies.
        · Needs and expectations of the stakeholders/ customers both internal and external.
        · Opportunities to exceed stakeholder/ customer expectations.
2. Create a pool of trained manpower that can cost-effectively spread the knowledge to large number of employees inside the organization.
3. Our facilitators often act as mentors for your trained employees and thus provide a most effective way to ensure effective competency development and application by your motivated staff.
4. We adopted a one-to-one approach that can provide more room for your employees to work at their own pace and address individual needs more freely.

Benefits to the Individuals

1. The candidates will gain a multi-discipline understanding of the subject matter.
2. Have an individual action plan to take away that will help the candidates make a difference in their organizations. This will add value to the expertise and experience of the candidates’.
3. Be more able to enhance job satisfaction and reduce wasted time and effort.
4. Ensure that the candidates will know and appreciate the strategic imperatives that drive the organization's efforts in their relevant job area.
5. Be more able to align your roles and job requirements with the organization’s mission and vision.
6. Be more able to meet your deadlines and tasks and successfully complete any scorecard in a timely fashion.

Additional Benefits

1. Good & best industry practices.
2. Checklist approach for ease of understanding and practical application.
3. Latest technologies including information technology, quality assurance and methodology.
4. Quality assurance and quality improvement incorporated in each program.
5. One-to-one approach and small groups will lead to learner-centered environment.
6. Experienced and qualified instructors both academically and in practice.
7. Customized programs to meet and suit individual training needs.
8. Letters of recommendation for the exceptional performers.

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