Improving Customer Service in a Hi-Tech World

Insights for Building Stronger Customer Loyalty

In today’s technology driven environment, interpersonal interaction with customers is often greatly reduced. This two-day workshop will help you to improve your interaction with customers and clients. The workshop will help you to focus on the timeless fundamentals of good customer service. You will also be able to improve your working relationships with your customers and have a more satisfying job experience.

This workshop is offered within organizations for groups of 5 people or more.

Program Topics

Introduction
• Customer expectations
• 3 foundations of customer service
• Identification of service issues

Communication Skills
• Levels of listening
• Individual behaviours and motivators
• Talent Insights Assessment
• Dealing better with stress

Foundation # 1 – The Internal Customer
• Employee motivation
• Exercise #1 – application

Foundation # 2 – The External Customer
• Moments of Truth
• B.E.S.T. and 4 questions to ask yourself
• Video – Telephone Service Skills
• Managing our customer’s perception of us
• Handling complaints
• Recovering customers
• Exercise #2 – application

Becoming More Assertive
• Video and application

Foundation # 3 – Customer Friendly Systems
• The 5 step service improvement model
• Exercise # 3 – application

Improving Customer Relationships
• The Relationship Cycle
• Exercise # 4 – application

Committed Action Plan to Improve Customer Service

Unique Workshop Feature:

Talent Insights Assessment – a personal self-awareness tool which provides insights into your individual behavior and motivation. This understanding provides the foundation for your journey to be more effective with customers.

Learning Outcomes
By the end of this workshop, you will:

– Be more effective communication with different styles
– Have personal insights to your success
– Know how to improve your customer relationships
– Have an action plan to improve your customer service

Who Should Attend?

• Anyone in an IM/IT department
• Managers and Supervisors
• Employees with direct or indirect customer contact

Participant Comments:

“Great insight into understanding the behaviours of clients and how do deal with them more effectively. Absolutely essential to have in your “tool kit” if you interact with others in highly stressful situations” BH, CRA

“We would recommend this workshop to anyone” – AGCAN workshop participants

For more information on this workshop, please contact:
Sophie Gouédard
Tel: 613-234-2020, ext. 21
Email: sgouedard@pmctraining.com

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