Participants in this workshop will learn the CARE customer service model and how to apply that model to providing quality customer service. Participants will use their experience in serving customers as well as their experience in being served as a customer. Those experiences will help participants explore approaches to customer service-those that work well, plus those to avoid.
Course Overview
Course Outcomes
- Learn communication tools and techniques to meet customer needs
- Develop a deeper understanding and empathy of the challenges and issues facing customers in order to serve their needs
- Develop skills to meet customer expectations
- Learn service management strategies, including how to turn “difficult” customers into partners
- Learn partnering and negotiating tools and techniques in order to understand and respond quickly to customer needs
- Learn time management tools and techniques
- Understand the cost and benefit of customer service
Business Need
Providing high-quality and consistent customer service is the key to organizational success because quality service promotes customer satisfaction, which in turn supports business revenue. The most valuable assets an organization has are its customers. Good customer service is more than giving the customer what they need. It is about the kind of relationship you create with the customer that keeps them coming back, or taking their business elsewhere.
Course Topics
CARE Model of Customer Service
- Learn the core components of customer service
Negotiation
- Learn how to address people’s issues first before seeking solution
- Help customers identify interests rather than positions
- Invent options for mutual satisfaction
- Evaluate decisions using objective criteria
Listening
- Understand how good listening is a core component of outstanding customer service
- Identify the levels of listening
- Conduct strength-building activities to increase listening skills
Time Management and Efficiency
- Learn to focus on preparation, prevention, and relationship-building
- Manage crises, pressing problems, interruptions, and time wasters
Increase Awareness to Improve Effectiveness and Establish Credibility
- Use mental models to manage our natural inclination to make assumptions and draw conclusions
- Balance advocacy with inquiry to generate quality discussion
- Action tips for dealing with difficult people, complaints, aggression, and other common customer service problems
- Conduct exercises to increase discussion skills
- Role-play difficult client scenarios to practice learned skills and receive peer feedback
Action Planning
- Identify ways to transition CARE attributes from the workshop to the workplace
- Plan specific actions and approaches to fulfill Customer CARE
Course Schedule
Typical Course Duration
Virtual: 4 hours
In-person: 8 hours
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Delivery Methods
Number of participants
- in-person: 30
- virtual: 30
Course Details
Course Level:
- Beginner to Intermediate
Learning Methods:
- Facilitated Large Group Discussion
- Facilitated Small Group Discussion
Equipment:
- easel/markers
- LCD projector and screen