Customer Service Training
These workshops will help your front line Agents improve their customer service performance:
Designed specifically for omni-channel customer care teams, this workshop will help you provide customer excellence through Live Chat, mobile SMS, email and social media:
In this workshop, Agents and Managers will learn:
By the end of this workshop, your Agents and Managers can provide better customer service across multiple platforms.
In this workshop, Agents and Managers will learn:
- The "rules" of the most common social media channels such as Facebook and Twitter
- How to decide whether to stay in-channel or take the conversation offline
- The difference between verbal and written customer service so, you can capitalize on each channel to give your customers the best service
- How to seamlessly incorporate scripted "cut and paste" responses into your chats, texts and social media posts
- How to use headings and bullet points to organize a complicated email response
- How to "read between the lines" for a customer's emotional tone
- How to multi task across two or three chats and stay on track
By the end of this workshop, your Agents and Managers can provide better customer service across multiple platforms.
Designed specifically for telephone customer service, this workshop will help your team deal with irate callers and escalations more successfully.
In this workshop, Agents and Managers will learn:
At the end of the session, you will leave with an implementable action plan to handle challenging situations. You will be able to improve your team's performance right away - with the next irate caller.
In this workshop, Agents and Managers will learn:
- The 5 emotional states of the caller and the Agent during an irate call or escalation
- 3 rapport-building techniques to calm irate callers
- 5 questioning skills that will gather more information, so you can resolve the client's issue and soothe hurt feelings
- 3 active listening skills to make the client feel heard
- How to re-direct a call tactfully when an Agent or Manager is unable to assist them
At the end of the session, you will leave with an implementable action plan to handle challenging situations. You will be able to improve your team's performance right away - with the next irate caller.
What happens when people call your Help Desk? Do they receive warm, friendly support or do they speak with technically competent people who want to help, but lack the skills necessary to provide a great customer experience?
In this workshop, Agents and Managers will learn:
In this workshop, Agents and Managers will learn:
- The difference between “Technical” language skills and “Emotional” language skills, and how that affects your caller's perception of the customer service they are receiving
- The anxiety and time pressure callers feel when they want technical help, and how you can address those issues in the opening seconds of the call
- Five key phrases to avoid, because they create an adversarial relationship between the Help Desk Rep and the caller
- Three rapport building techniques to calm upset callers. Callers feel comfortable dealing with service providers they like and trust. So, establishing rapport is the first step
- The “ask – inform – confirm” model to politely resolve your caller’s issues and keep them happy at every stage of the problem solving process
More information about our training seminars:
These workshops can be customized for your organization and held at your location. The suggested class size is 8-15 participants to allow maximum interaction.
Each workshop is available as either a half-day or full-day session. The full-day session provides more in-depth information, so your contact center can boost its performance even further.
If you have work-from-home Agents or if travel is a concern, there are also two-hour webinar versions of these courses available.
We can also custom-design a workshop for new product launches, new hire training and call quality contact standards.
Each workshop is available as either a half-day or full-day session. The full-day session provides more in-depth information, so your contact center can boost its performance even further.
If you have work-from-home Agents or if travel is a concern, there are also two-hour webinar versions of these courses available.
We can also custom-design a workshop for new product launches, new hire training and call quality contact standards.
What people are saying:
"Mike recently spoke at a GTACC session on 'How to Handle Irate Customers.' The session was so energetic, relevant and practical. The attendees were engaged in workshop exercises and the room was filled with lively discussion. Mike is a very genuine person and speaker, which is part of what makes his sessions amazing! I definitely recommend Mike for training/facilitation and keynote speaking."
Sangeeta Bhatnagar, Chair, GTACC (Greater Toronto Area Contact Centre association)
Sangeeta Bhatnagar, Chair, GTACC (Greater Toronto Area Contact Centre association)