Client Connections: Customer Service

"Facilitator is very engaging and able to share very practical and effective tools and skill sets that I can use in my daily handling of customers."

Client Connections: Customer Service Participant

Clients make their decisions to continue to do business with us based on the impression they form and the level of service they receive from each staff member that they meet. Ensuring that we present a consistently confident and professional approach throughout all staff members is crucial to our success in the industry.

The program aims to provide a distinctive customer experience, equipping staff to truly listen to customers, be empathetic and build stronger connections. The shift is to work with a customer towards an outcome versus managing a customer to a process.

The Client Connections Program brings customer service to life exploring client scenarios that are relevant to all participants. This methodology allows participants to engage in creating ‘customer service’ benchmarks in impressions, developing rapport, understanding client needs, building empathy, identifying customer needs, presenting solutions, handling objections and gaining customer commitment.

Topics include

• Context of Industry benchmarks and ratings

• Stepping into the client’s shoes

• First impressions

• Building empathy

• Engaging and connecting with customers

• Listening to understand

• Identifying customer needs

• Presenting solutions

• Handling objections

• Gaining commitment

Learning Outcomes

• Demonstrate curiosity and empathy by stepping into the customer’s shoes  

• Provide a human factor in customer interactions  

• Demonstrate versatility and objectivity with customers  

• Listen with curiosity and demonstrate an understanding of the customer’s situation

• Ask effective questions to identify and anticipate customer needs

• Handle resistance and complaints effectively

• Apply and blend these skills to fit different situations and achieve outcomes

Duration

1 Day or 2 x 1/2 days

Target Audience

This program is suitable for anyone in a client facing role.

Maximum Number of Participants

20 participants

For more details and pricing please...

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