Customer Services
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today's customer-oriented environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team's and company's performance. If you need to enhance customer relationships then call us on 0845 122 7117 or email
Outstanding Customer Value
Empathy Customer Service
Outstanding Customer Value
OVERVIEW
A department or company wide initiate to create outstanding service in all areas of your business. Workshops can either take place over one or two days and are highly interactive and participative in style. Our facilitators use a series of tried and tested models to draw out and quantify challenges to outstanding services within teams and departments. They then draw out solutions from within the groups themselves. Workshops also provide an ideal opportunity to deliver key company messages or themes.
In our experience these workshops have a genuine teambuilding effect, not only amongst individual departments but entire organisations. As a result of the workshops participants leave highly motivated and ready to apply what they have learnt back into the workplace.
CONTENT
- accepting ownership of problems
- how we are seen by customers
- understanding what the customer wants
- dealing with different and difficult people
- making effective use of communication methods
- attitude (to ourselves, colleagues and customers)
- treating people as they would like to be treated
- giving bad news in a positive way
- being professional and creating a favorable impression
- the customer contact process
- working under pressure
- time management
- handling change
- presenting positive benefits
- being proactive
"The latest training initiative at wholesaler Dean Wood is a customer awareness programme designed and run by PeopleTrack. Every member of its 185-strong workforce attended a series of 1-day workshops across the country. Results included a raising in awareness of the need for customer satisfaction coupled with honest-to-goodness teambuilding!"
Excerpt from the Refrigeration and Air Conditioning Trade Journal
Empathy Customer Service
OVERVIEW
The content of this programme depends on the nature of the customer contact. Engineers, customer service, tele-sales and call centre staff who take this programme discover how to quickly read the customer, whether face to face or on the phone. Together with an understanding of their own temperament, it means they can quickly adapt their response to make sure the customer is receiving the value they expect.
Empathy training enables your staff to recognise precisely the type of person they're talking to from the tone, pace, volume and choice of language used in the first few seconds of contact. Without needing any prior psychological knowledge, they'll be able to tune into their wavelength and respond in a way that consistently creates positive relationships, whatever the interaction.
It works through the individual understanding the emotional drivers and desires of his or her business contacts before employing the right relationship strategy.
OBJECTIVES:
For individuals to:
- understand the seven major emotional desires and how each needs to be dealt with
- understand why being in rapport with clients is key
- analyse themselves to discover how they need to adapt to be more effective
- be able to 'read' the unique mixture of desires in the people they deal with
- adapt their contact strategy to address this mixture of personality
- view a situation from the client's perspective
- anticipate which questions or objections are likely to come from each personality type
- reduce their own frustrations experienced with some personality types
- uncover the hidden motivating desires of colleagues
Further Information is available at www.empathystyles.com
"The results were better than I had hoped for. In two days we gained more insight into each others' behaviour and are now working more closely than we have in the previous year. Since the course the open communication has continued."
Operations Director - Major Telecommunications Business
