THE KOENIG GROUP
Customer service is the single most important factor in any business. Either face to face with a customer or over the telephone, good customer service is absolutely crucial to a company's success. Companies with great customer service survive and thrive. Those that provide poor customer service fail. In this training program you'll be given the tools necessary to make your business grow and thrive.
Telephone customer service representatives (CSRs) give an organization heart, soul and feelings. They are often the first point of contact for customers, a critical component in how customers judge an organization, and ultimately whether they'll want to do business with that organization. In response, organizations expect their telephone service representatives to provide the empathy, knowledge and problem solving abilities that keep customers happy. That's a lot to expect, but with the right basics, CSRs can provide the excellent service that both customers and organizations expect.
o Demonstrate what excellent customer service is
o Provide insights and practice to improve customer service
o Develop your own organizations bank of customer service learning situations
o Understanding cultural differences in customer service
o Identify one’s own personality style and the personality styles of customers
o Choose vocabulary that is calming and persuasive even when the message is unpleasant
o Improve vocal quality to increase credibility and perceived authority over the telephone
o Role plays
o Listening exercises