From 8 hours
Up to 3 days
Teams up to 20 people
Practical Tools & Applications
Demands high interactivity
100% Customized to particular needs
Delivered worldwide, in English or Greek
“Wow your Customers – It isn’t what you do… it’s how you do it.”
Customer Service is not a department. You win customers one at a time and you lose them a thousand at a time.
In this intensive workshop you will learn how to master customer service. The design of the course is focused on 3 main pillars: leadership skills, customer service and sales. These main pillars are mandatory for anyone who wants to excel in customer service.
To whom it is addressed:
The Effective Cold Calls Training Program is addressed to executives that are in direct contact with customers, either as sales or customer service executives. The program is 100% customized based on the particular team’s needs and level of experience.
Program Levels:
- Beginners
- Intermediate
- Advanced
Methodology:
The content of the program is 100% customized in order to adapt to any situation, market, product or service. The complete course is structured in such a way in order to cover from A – Z of the complete Customer Service process. Based on particular needs and targets, special weight is given in each session.
It is an intensive program with a plethora of practical exercises so that participants can try new techniques, experiment themselves and evaluate new tools and methods that they can adopt immediately in their everyday work.
COURSE OUTLINE
Intro & Commitments
Course overview, introductions, evaluations and commitments.
Why Customer Service is Crucial
How the company’s reputation can get ruined in a single moment. Effective customer service case studies. Customer service is not a department.
In the beginning there was Responsibility
The responsibility priority and why it is important. What it means in everyday work. Demonstration & 3 interactive exercises for taking responsibilities and committing to actions.
Trust & “Bumping the lamp concept”
Capabilities & Character. Trust: the holy grail of customer service. The 7 characteristics of truly effective customer service professionals. Focusing on the detail. Creating check lists. Action planning exercise.
“Creating magic at your spot” Exercise
An exercise in order to identify what we do well, what we can improve and what we actually need to change in our role.
Let’s Create together the perfect Journey of our clients
The Purpose. The company’s critical quality standards. Priorities. The ‘WIN’ concept. Exercises.
Mental Models
“Your Only Customer”, “What would mom do?”, “The ecologist”, “The giving one”, “The Loving Ones” Practical exercises.
Controlling Your Emotions (States of Mind Management)
The method of world class athletes. Physiology – Focus – Language. Exercises. The right vocabulary. Interactive exercise.
Experiences & Senses
The 3 kinds of customer experience – examples & results. Creating a unique experience. The Implementation Intentions technique. Crafting together the company’s customer service guidelines.
Managing Complaints & Customer Care
The Disney approach | The Smile technique | What if the customer is wrong?
The Importance of Attitude
Learning to agree. How to maintain a positive attitude. Defining the red lines for you and your team.
Sales Basics & Cross Selling
Expanding the customer service role and building the opportunity for cross selling. The 3 Musts. Commitments & action planning.
Time Management & Planning
Achieving more in less time and with greater efficiency. Self leadership & action planning.
Next steps & Commitments.
Why choose effective workshops
LET’S TALK.
If you want to learn more about our workshops please drop us a line or give us a call to arrange a meeting with Konstantinos to discuss how to maximize your peoples’ potential.
Effective Workshops Support:
Maria Papacosta
Happy Creations
T.: +30 2108002866
M.: +30 6942422365
MPapacosta[at]happycreations.gr