Customer Service Training: Cohort 6

Details
Start:

August 15 - 08:30 am

End:

August 22 - 04:30 pm

Event Category:

Event

Click to Register: https://www.eventbrite.com/e/customer-service-training-cohort-6-tickets-63396554802
Organizer

Tech Collective

Website: https://www.eventbrite.com/o/tech-collective-14988861683
Venue

Tech Collective

188 Valley Street Trilix Training Room, Providence, RI 02909

Providence, RI, US, 02909

Highly rated 16 Hour Customer Service Training begins Thursday, August 15th, 2019!




Dates:


Thursday, August 15th
Thursday, August 22nd


Time: 


8:30am – 4:30pm


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