Customer Service Online Training
Equip Your Team to Deliver 5-Star Customer Service, Even in Challenging Times
Today’s consumers are more impatient and stressed than ever before. Between longer wait times and automated phone systems, their frustration mounts before they even reach a live customer service representative. This results in less than pleasant interactions when they finally connect with a real person.
For companies in every industry, providing exceptional customer service is key to retaining loyal customers and driving repeat business. But equipping staff with the skills to deliver excellent service in the face of stressed consumers is more important now than ever before.
That’s why TrainSMART develops and delivers our Virtual Customer Service Training. This immersive and interactive virtual training prepares your team to handle any customer interaction with grace and skill.
Over the course of 2 to 4 highly engaging 90-minute virtually facilitated sessions, your staff will master essential skills including:
- Understanding the bottom-line impact of customer service on your organization in terms of retention, referrals, and repeat business
- Identifying customers’ preferred communication styles quickly and adapting their own style to improve understanding
- Sharpening verbal, visual, vocal, and listening communication abilities to connect with customers
- Asking strategic questions and providing clear instructions to identify customer needs
- Maintaining a positive attitude and controlling emotional responses when dealing with frustrated or angry customers
- Applying basic problem-solving techniques to resolve issues and retain loyal customers
Every session is delivered by one of our expert facilitators and is highly interactive, with roleplaying, small group discussions, and skills practice. The virtual format makes training convenient, cost-effective, and safe.
Your staff will walk away with enhanced skills and confidence to:
- Make meaningful connections with customers from the first interaction
- Maintain calm and control in challenging situations
- Apply customer service techniques that drive loyalty and repeat business
- Represent your brand in the best light, even when dealing with frustrated consumers
Exceptional customer service builds devoted customers for life. Provide your team with the skills and mindset to achieve customer service excellence with TrainSMART’s Virtual Customer Service Training.
In today’s consumer environment, the companies that thrive will be those whose staff can turn any interaction into a positive experience. Invest in your customers and front-line staff today through our transformative virtual training.
Target Audience:
All employees who have direct interaction with customers, managers, sales representatives, customer service representatives’ receptionists, technical support, and billing and collection specialists.
Course Outline:
- Customer Service Impact: Repeat, referral, and retention
- Communication Skills: Verbal, visual, vocal communication, listening skills, asking questions, giving instructions
- Communicate Styles: Adjusting communication to fit the style of the customer
- Developing and Delivering a Positive Service Attitude
- Basic Problem-Solving Skills
- Strategies to Manage Challenging Customers and Emotions
Need A Live Virtual Instructor-led Workshop?
Ready to discuss your live virtual instructor-led training needs customer service essentials for your group? Schedule a call at 800-807-8030 or fill out the form below. We look forward to connecting with you.