Customer Service Course Contents
Unlike off-the-peg customer service training courses, this course is tailored, on the day, to reflect the needs of each delegate.
We will include many of the exercises listed below, and any additional material that the trainers feel is relevant.
We will ask why you have come and what you specifically want from the day.
Here we will look specifically at some of the problems front line customer service staff encounter.
We'll talk about what kinds of difficult and tricky customers you have to deal with, what the pitfalls of doing so are and where you get wrong-footed.
Good Customer Service
First, we need to define what good customer service is:
How do you feel when it's good?
How do you feel when it's bad?
Here we look at what gets to you.
Which behaviours, demands and communications by customers are the most upsetting, frustrating and difficult to deal with?
What would you like to say?
When frustrations are triggered, lots of thoughts fly through the mind but are rarely vocalised.
This is an opportunity for delegates to vent their frustrations in a safe and supportive atmosphere.
SCARF model of social interaction
We look at David Rock’s model of how people behave when they feel threatened or face loss.
When you understand these hard-wired reactions and behaviours, you find it easier to look after your customers.
You'll work on letting the customer feel heard while setting your own clear boundaries.
Once people feel heard they are more open to hearing difficult or uncomfortable messages.
It also demonstrates how powerful body language is, even on the phone.
Emotion vs. Objectivity
So what you're saying is...
An exercise in pairs to help you calm down an over-emotional customer without getting drawn in.
We will create a typical customer conflict scenario that ends up heated, with each person trying to convince the other that his or her point of view is the right one.
We then replay it with one being an objective observer able to reflect back to the customer what they think is going on.
We look at some scenarios you've encountered in the past as well as any live scenarios you want to look at.
The trainers play out the scenes and use Forum Theatre to get everyone involved in identifying options and replaying the scenarios based on suggestions.
Moments of Truth
This section is based on Jan Carlzon’s technique to identify moments of truth.
He said that every organisation has moments in their interactions with customers that can make or break the customer experience.
By identifying what happens in your organisation, you'll be able to look at what safeguards you could put in place right away.
Customer Service Cycle
The customer service cycle is a very simple way of looking at the whole customer interaction:
- Friendly greeting
- Get agreement for the next step
- Can do
What’s the Payoff?
Small group discussion of what it feels like to delight a customer and how that impacts on their day and their role.
Here we will introduce some of the phrases we have collected over the years that help defuse tricky situations.
We will also ask you if you have any favourite phrases that you know work.
At the end of the training programme, we will collate these in a booklet and distribute them to everyone.
Head and Heart
You'll look at the differences between solving someone’s problem from their head, their heart or a combination of both.
Understanding the difference helps you chose your response.
How Do I Let Go?
It can be really hard to let go of all the feelings, frustrations and residue of a difficult experience.
Feelings: We have a brief in your head exercise that demonstrates how powerful feelings can be, even when they aren't verbally expressed.
We also look at how our feelings influence our assumptions, where we make things up and then act as though what we made up is true.
Here is an opportunity for the whole group to brainstorm different techniques and tools they know work to deal with their own angry, upset or frustrated feelings.
What Works For Me
First working individually and then in small groups, you'll identify what will work for you personally.
What you could replace that doesn’t work for you.
And any rules you could follow that would help you love your customer.
You'll discuss your commitment to doing things differently in the weeks ahead.
We will give out Impact Factory documents to support the course.
You'll get copies relevant handouts to remind you of the coursework.
Two weeks after the course one of your trainers will call to see how you are getting on.
You will have email and telephone access to both of your trainers.
You'll also have access to a course web page containing
- Handouts used during the course
- New supportive material
- Impact Factory PDF documents
- Recommended reading
- Links to our favourite videos
Customer Service Course