Customer-Centric Employee

Customer service teams, call centre personnel and any front line person or team in a business who need to understand the importance of who your customer is and how to keep them connected and happy.

Any experience in dealing with customers is useful but not necessary. Business experience is important.

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Objectives

To begin the workshop we will frame the key learning objectives, communication, relationship building, and conflict resolution. We will also discuss each student's personal objectives and challenges.

Customer Service

The first session aims to get the delegates thinking about why customer service is valuable for both the company and the employee.

Customer Desires

In order to give the best service possible, we need to make sure we know who our customers are. We will look at some basic ways of identifying and anticipating customer needs. We will look at how great Service can add value to Customers in the areas of, timeliness, quality and consistency.

Taking Ownership

Taking ownership is important for ensuring our company's image is well maintained and ensuring we are engaged and content in our work. We will examine how important this concept is in conflict situations with customers.

Business Etiquette

There are a few basic guidelines to follow regarding, greetings, conversations and appearance, which we will cover. More importantly, we will look at what we are trying to signal to our customers with our appropriate etiquette.

Communication and Active Listening

Communication breakdown is at the heart of many conflicts. This section will instruct delegates on how to engage their customers so that they listen with intentionality and communicate their engagement well. That way, customers feel heard and fewer mistakes are made.

Telephone and Email Communication

Now that we've covered communication in general, we will cover some simple ways to improve our communication over the phone and email. We will learn to write professionally but also compassionately.

The Brain and Human Interaction

This section gives a basic understanding of human social dynamics, why we do what we do, and why we feel what we feel. This is an extremely important foundation for the rest of the course because it helps students to understand themselves as well as their customers.

Emotions in Business

This Section will cover the four main components of intelligent emotional interactions, recognising our emotions, observing others' emotions, responding to others' emotions, and managing our emotions. We will cover quick and applicable skills to improve students' abilities in each of these domains.

Self-Esteem and Confidence

Self-esteem and confidence not only make us feel good, but they also improve our ability to communicate assertively. We will look at how we can grow this self-perception.

Increasing Assertiveness

Once we have built a foundation of confidence, we will begin to communicate with assertiveness. Many people find it difficult to be assertive and others find it difficult to distinguish that from aggressiveness. We will look at the very physical differences that distinguish assertiveness and aggressiveness.

Conflict Management

The best way to deal with conflict is to know where it's coming from. We will begin the session by understanding what causes conflicts to begin or escalate. Then, we will use the method of blending and redirecting to manage conflict and work towards common goals.

Dealing With Difficult People

Difficult people are not necessarily bad people. We will first understand why people can behave in difficult manners so that we can empathise and address the real issues. Delegates will identify potential causes and solutions to a variety of difficult behaviours.

Managing Customer Calls

After discussing some strategies for dealing with difficult calls, delegates will begin to roleplay with their new skills. This will give them an opportunity to demonstrate their skills and receive feedback.

Dealing with Stress

We will end the session with a very applicable mindfulness practice which delegates can use to control their stress levels.