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Customer Service Training: Cohort 7

November 14 @ 8:30 am - December 12 @ 12:30 pm UTC+0

Highly rated 16 Hour Customer Service Training begins Monday, November 14th, 2019!







Dates:


Thursday, November 14th 


Thursday, Noevmber 21st


Thursday, December 5th


Thursday, December 12th


Time:


8:30am – 12:30pm


Location:


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.

  • Assertive versus aggressive service

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

  • 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)

  • Identify elements of non-verbal communication

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

  • Negative non-verbal behaviors

  • Strategies to improve non-verbal communication

  • Listening to the Customer

  • Identify traits of true listening

  • Identify and overcome obstacles to listening

  • Strategies to improve listening

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

  • Provide Solutions (the basis for this is listening)

  • Identify the problem

  • Analyze

  • Identify and evaluate alternatives

  • Ownership of the call

  • Select an alternative

  • 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

  • Service attitude energy

  • No excuses, no excuses, no excuses

  • 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)

  • Creating a positive phone Image

  • Phone strategies

  • Messages and follow up

  • Texting

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

  • Purpose

  • Format

  • Etiquette

  • 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

  • Similarities and differences

  • Internal customers are central to the external customers service experience

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

  • Purpose

  • Format

  • Etiquette

  • Tone

  • Uncomfortable situations

  • Real world situations

  • Dealing with frustrated and confused customers

  • Strategies to reset the customer service experience

  • Service Breakdowns and Service Recovery

  • Causes

  • Difficult Customers

  • Difficult Situations

  • Working with coworkers

  • 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: Amanda.Roman@tech-collective.org or 401.521.7805 x.106


Venue

New England Institute of Technology
1 New England Tech Boulevard, East Greenwich, RI 02818
East Greenwich, RI 02818 US
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All events and trainings held in the Trilix Training Room at Tech Collective at 188 Valley St. in Providence.

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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.