Loading Events

« All Events

Customer Service Training

January 10, 2019 @ 8:30 am - January 31, 2019 @ 12:12 pm UTC+0

Winter 2019 Cohort begins Thursday, January 10th


 Dates:


Thursday, January 10, 2019 
Thursday, January 17, 2019
Thursday, January 24, 2019
Thursday, January 31, 2019


Time: 


8:30 am – 12:30 pm


 at:


Tech Collective; 188 Valley Street, Providence (free onsite parking)


Price:


$200 Tech Collective member rate ($1,600 retail value)


Training provided in partnership with New England Institute of Technology


 


Session 1: 4 Hours
Essential Questions:



  • What is good customer service and what is poor customer service?

  • What is two-way communication?

  • What is a customer service culture?

  • Topics & Skills Practiced:



  • Two Way Communication

  • Positive Communication / Avoiding Negative Communication

  • Effective Telephone Communication (part 1)

  • Conflict and conflict resolution — Customer’s needs, desires, demands, do not match organizational policies, procedures or abilities.


o    Assertive versus aggressive service


o    Creating a win / win (solve the problem – what will satisfy the customer and the service organization?)


o    Create an excellent customer service experience


 


Session 2: 4 Hours
Essential Questions:



  • What is non-verbal communication?

  • What is true listening?

  • What is a customer service culture?


 


Topics& Skills Practiced:



  • Non-verbal Communication (video conference specific)


o    Identify elements of non-verbal communication


o    The role of gender and culture in non-verbal communication


o    Negative non-verbal behaviors


o    Strategies to improve non-verbal communication



  • Listening to the Customer


o    Identify traits of true listening


o    Identify and overcome obstacles to listening


o    Strategies to improve listening



  • Identify positive questioning strategies to elicit additional pertinent information from the customer

  • Provide Solutions (the basis for this is listening)


o    Identify the problem


o    Analyze


o    Identify and evaluate alternatives


o    Ownership of the call


o    Select an alternative


o    Monitor and adjust based on feedback


 



  • Create a time-bound contract with the customer, exceed the contract.

  • Culture — create a vision of the ideal customer service culture


 


Session 3: 4 Hours
Essential Questions:



  • What is professional behavior in a diverse customer service environment?

  • What traits comprise effective phone skills?

  • What are the elements of effective emails and memos?  What is a customer service culture?


 


Topics & Skills Practiced:



  • Professionalism and diversity in the marketplace


o    Service attitude energy


o    No excuses, no excuses, no excuses


o    Communicating with a diverse customer base



  • Own your voice, not a script (create your professional persona (Avatar) professional and service focused, but genuine versus perfunctory)

  • Effective telephone communication (part 2)


o    Creating a positive phone Image


o    Phone strategies


o    Messages and follow up


o    Texting



  • Writing effective e-mails and memos (Part 1)


o    Purpose


o    Format


o    Etiquette


o    Tone



  • Culture — create a vision of the ideal customer service culture


 


Session 4: 4 Hours
Essential Questions:



  • What are similarities and differences between internal and external customers?

  • What are the elements of effective emails and memos?

  • What are strategies to deal with service breakdowns?

  • What is a customer service culture?


 


Topics & Skills Practiced:



  • Internal versus External Customers


o    Similarities and differences


o    Internal customers are central to the external customers service experience



  • Writing effective e-mails and memos (part 2)


o    Purpose


o    Format


o    Etiquette


o    Tone



  • Uncomfortable situations


o    Real world situations


o    Dealing with frustrated and confused customers


o    Strategies to reset the customer service experience



  • Service Breakdowns and Service Recovery


o    Causes


o    Difficult Customers


o    Difficult Situations


o    Working with coworkers


o    Recovery Strategies



  • Culture — create a vision of the ideal customer service culture




For more information or questions, contact Tech Collective’s Customer Service Program Manager:


 


Shannon O’Donnell
shannon.odonnell@tech-collective.org or 401.521.7805 x.113


 

Details

Start:
January 10, 2019 @ 8:30 am
End:
January 31, 2019 @ 12:12 pm
Event Category:
Website:
https://www.eventbrite.com/e/customer-service-training-tickets-52484185612

Venue

Tech Collective
188 Valley Street Trilix Training Room, Providence, RI 02909
Providence, RI 02909 US
+ Google Map
Tech Collective Host Your Event

Host Your Event

Tech Collective serves as both the virtual and physical hub of Rhode Island’s tech community. Located in the Rising Sun Mills, we are equipped with a shared space for collaboration that cuts across industries, specializations, as well as cultural differences and socio-economic statuses.