Objectives of the training
- Keep up with current customer service standards. - Acquire the right reflexes, master/practice effective and productive communication. - Offer customers a superior service experience.Targeted audience
All technical support sales and customer service positions.Prerequisite
None.Trainers
Benefits for Participants
Course architecture
- How to build a quality customer experience.
When purchasing a service or a good, a person wants to feel that the supplier takes care of him and his request. Especially since the relationship does not end with the purchase.
Within the VS, listening, respect and empathy go hand in hand with an optimal knowledge of the product we represent.
The customer's experience with your VS depends not only on their satisfaction, but also on their enthusiasm to report back, to talk to others or to repeat the experience. And vice versa: a bad experience with customer service can negatively influence your business development.
- How to improve the customer experience
- Being well prepared, from the first contact, or how to create a welcoming atmosphere and make a good first impression.
Adopting the right attitude: a set of elements not to be neglected to reassure the potential client: positive attitude, tone of voice, choice of words, active listening, mental posture, enthusiasm... whether in presence or at a distance, they remain perceptible and influence the degree of client confidence. We will see the points to work on (behavior, language) and how to improve your approach.
- Integrate all the specific steps in the calling process: ethics and ease on the phone.
Reassure, welcome, arouse trust, show respect, even from a distance, to develop a good relationship throughout the call.
- The WOW effect, behind the expression, concrete criteria to integrate.
- Equal treatment of internal and external customers. Do not confuse the difference in the service offer with the difference in treatment.
- Knowing oneself well to be more efficient
- Self-assessment of strengths and opportunities for improvement in terms of service
For the same product/service, different presentation depending on the nature of the consultant.
Knowing oneself in order to adjust and avoid being overwhelmed by one's "weaknesses".
- Words, expressions and behaviors to adopt and those to avoid
Optimize your chances of keeping the client's trust and good mood by avoiding the traps.
- How to decipher the client's personality in order to better respond
- Recognizing and adapting to different client styles
- Needs analysis: make an excellent diagnosis to ensure the best treatment. Identify the questions to ask, when to ask them and for what purpose.
- Active listening: mastering the method and avoiding the pitfalls.
Self-assessment, definition and barriers to listening vs. facilitating factors (empathy, benevolence, respect)
- Empathy to defuse negative emotions or how to put yourself in the client's shoes
- How to handle difficult situations
- How to deal with an unhappy customer. Possible causes of customer dissatisfaction: misunderstanding, delay in response, an error, a change in rate or product...
Even in a more complicated situation, the role of the VS is to aim for customer satisfaction.
- Apologizing
The limits of what one must assume. Honesty and dignity always in the background.
- Courtesy bridge: the art of tactfully cutting off speech.
- Approach the solution mode (focus on the solution rather than the problem).
- Rising to the challenge of closing the meeting on a positive note.
- Ease and Pitfalls of Electronic Communication
Know the standards of customer service in the face of changing communication.
- Development of an individual action plan
- Checklist tool including key concepts
Private or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quotePrivate or personalized training
If you have more than 8 people to sign up for a particular course, it can be delivered as a private session right at your offices. Contact us for more details.
Request a quote