Course Length: 6 hours (1 day)
“BRAVO” is used to express approval that another person has done something well. It means job or performance well done and take a bow. Bravo is a shout of approval in applauding another that moved the person to want to say, “BRAVO!”
Bravo to you in customer service - you are often the voice or face of your organization and want to deliver service done well.
“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” - Walt Disney
Customer service expectations are ever changing. Customers want first call or online resolution; they don’t want to have to repeat themselves. They want a consistent experience and better interactions. They want their emotions to be understood and validated before being offered quick fixes. Customer service done well means understanding how to manage the emotions in the interactions, making the customer feel welcome and understanding the customers’ journey.
- It takes 12 positive experiences to make up for 1 unresolved negative experience
- 80% of companies say they deliver “superior” customer service, but when their customers were asked, only 8% think these same companies deliver “superior” customer service
- 70% of buying experiences are based on how the customer feels they are being treated
To turn this around, participants will practice and understand how to use the five C’s:
- Customer Experience
- Customer’s Journey
- Creating Consistency
- Communicate with Confidence
- Challenging Interaction
At the end of the training, participants will be able to:
- Demonstrate a customer service approach and better understand the customer’s journey
- Understand behaviors and how they affect the behavior of others
- Demonstrate confidence and skill in the way they communicate
- Apply techniques to deal with difficult interactions
Customer service representatives, service focused professionals and for managers leading service teams seeking to deliver consistent service, communicate with confidence and provide great customer experience.
Section 1: Customer Experience
What is exceptional service? What can make service better?
Examine and understand what customers want
Create a top five list of customer service skills
Who is the customer’s customer? And why does this matter?
Section 2: The Customer’s Journey
Dealing with unmet or preconceived expectations
What is the impact you have on that key moment?
Explore the customer’s emotions before they interact with you
Section 3: Creating Consistency
Start with welcoming
Tips to create not just service but a hospitable environment
Build rapport by understanding social styles
Section 4: Communicate with Confidence
Effective communication skills to create collaboration, self-assurance, and mutual respect
How to listen for accuracy, not assumptions
Why open questions work
Mindset starts with intentions
Body language speaks volumes
Participants will practice a scenario of their choice with emotion involved
Section 5: Challenging Interaction
Learn the three factors that lead to heated interactions
How to stop fight, flight, or freeze
How empathy can be used without it feeling fake
Manage your self-talk
How to say no
What the follow through looks like and why that matters