Course description
Customer Service Essentials
After over 30 years of training in customer service, Bonfire Training's Customer Service Essentials course reflects only the best when it comes to proven, reproducible communication techniques that will empower your team members to make every interaction a productive and successful one. This customer service program provides your team with the real-time communication skills necessary to turn first-time contacts into loyal customers, and current clients into enthusiastic advocates for your company.
We will show you not just how to talk to customers, but how to communicate in an authentic, positive way not only with clients, but with everyone with whom you come in contact. With an emphasis on conflict resolution skills and turning everyday conversations into purposeful, deliberate exchanges, your team will know how to transform any interaction into a positive successful one.
With customized, real-life examples that go beyond just the theories behind them, your team will learn how to apply these techniques to any situation, integrating them quickly and easily into a daily routine. We’ll help your team move what feels like “common sense” into “common practice” for immediate results your customers will notice and appreciate.
Anticipated business outcomes:
- Customer Service Best Practices for in-person, email and chat
- Strategies for difficult customers
- Tools and tips for positive communication
- Personal responsibility and the ownership mentality
Who should attend?
Ideal for any department or team interested in better communication skills with internal and external customers over the phone, face-to-face or online. We frequently work with customer service reps, IT help desk staff, HR department reps, patient care teams, receivable or payable teams, and many more.
Training content
This Customer Service Essentials training session will be customized for your group and will include formulas, tips and fun, interactive group exercises to gain consistency and professionalism in order to make positive impressions on customers with every interaction. The training is designed to increase the confidence of your team members while also maintaining exceptional customer service. The intention is to affirm and refresh skills and to offer new approaches to challenging situations.
As a result of this training, participants will be able to:
- Be aware of specific standards that are expected of them within each and every phone call, email communication and customer interaction, and how to achieve that standard.
- Create a positive first impression with a professional and consistent greeting for phone interactions, as well as a consistent opening for email communication.
- Guide a phone conversation or email communication from the start and stay in control, while ensuring that the customer’s needs are not only met but exceeded.
- Be aware of how thoughts and frame of mind can help or hinder the delivery of the quality of service the customer expects.
- Quickly build and maintain rapport using positive vocabulary choices, voice tone techniques and proper email etiquette.
- Deliver a negative message in a positive way while ensuring the customer’s accurate understanding of the message.
- Transform an unhappy customer into a satisfied one without the need for supervisor intervention and increase one call resolution.
- Utilize specific tools and formulas for handling stress when situations escalate.
Costs
Contact the provider for more information and pricing details.
Why choose Bonfire Training?
Specialized training for customer service and leadership
30+ years of experience in B2B training
Trusted by 150+ clients in a variety of industries
About Bonfire Training
Bonfire Training
Bonfire Training coaches corporate leaders, reenergizes management teams, and empowers company frontline staff to be the best communicators in their business. We have a long history of training high profile organizations; and it’s our firm belief that effective communication is...
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Contact info
Bonfire Training
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