In the world of high-end customer service, there is no issue that a customer brings that is not addressed. Regardless of the problem was created by the agent or employee, they see it as their task to bring it to resolution. In this global economy, being nice does not often translate well. We all know that focusing on why being nice is not enough. The magic is Customer Respect.

Our Call Center Customer Service Training shatters the notion of a customer issue. Turning it from a problem into a possibility, from a fault to a moment to shine. It takes the idea of customer service and turns it on its head. Because it’s not about service it’s about resolution.

Call Center Customer Service Training is a 3-day face-to-face workshop, including an interactive discussion where participants will be called upon to shift the way they think about how to deal with customer issues.

The Problem

  • Managers are unclear on the impact of their team’s actions on customers
  • Unmotivated employees pushing customer problems to other teams
  • Employees unable to see that EACH customer issue is an opportunity
  • Managers not seeing the long term effects of allowing employees to let customer issues linger without resolution
  • Lack of a clear set of critical behaviors for service

Our Solution

  • The key fundamentals of providing exceptional service
  • A proven methodology to turn every customer issue into an opportunity to shine
  • Shifting from dealing with customer problems to creating long-term solutions
  • Moving from treating customers as merely “purchasers of service” to partners for the future

Call Center Customer Service Training Course Outline

Service: what it is, how we deal with customers now

  • Define customer service in the context of a call center
  • Examine current practices and approaches to customer interactions
  • Discuss the evolving nature of customer expectations in the digital age
  • Analyze case studies of both successful and unsuccessful customer service experiences

The Critical Behaviors of Service for your organization

  • Identify key behaviors that define excellent customer service in your specific organization
  • Discuss how these behaviors impact:
    • The organization as a whole
    • Individual teams and departments
    • Customer satisfaction and loyalty
  • Develop strategies for cultivating a customer-focused mindset across the organization

Think about the customer

  • Techniques for developing empathy with customers
  • Understanding customer personas and journey mapping
  • Recognizing and addressing different customer needs and preferences
  • Strategies for anticipating customer issues before they arise

Define customer service for the future of your organization

  • Explore emerging trends in customer service technology and practices
  • Discuss the integration of AI, chatbots, and other technologies in call centers
  • Develop a vision for future customer service excellence in your organization
  • Create action plans for implementing this vision

Flexibility: in your role as a professional

  • Importance of adaptability in customer service roles
  • Techniques for handling unexpected situations and requests
  • Balancing adherence to protocols with meeting individual customer needs
  • Developing a problem-solving mindset to address unique customer challenges

Resolving customer issues

  • Step-by-step process for effective problem resolution
  • De-escalation techniques for handling upset or angry customers
  • Strategies for finding win-win solutions
  • Practice scenarios for common customer issues

Initiative & Decision Making

  • Empowering call center agents to take initiative in customer interactions
  • Guidelines for making decisions within the scope of one’s role
  • Understanding when and how to escalate issues to supervisors
  • Techniques for confident and decisive communication with customers

Good decision-making tactics to turn customer issues into opportunities

  • Identifying upsell and cross-sell opportunities during problem resolution
  • Strategies for transforming complaints into positive experiences
  • Techniques for gathering valuable customer feedback during interactions
  • Case studies of successful issue-to-opportunity conversions

Communication changes

  • Adapting communication style to different customer personalities and situations
  • Effective use of positive language and tone in verbal and written communication
  • Strategies for clear and concise communication in a call center environment
  • Techniques for active listening and confirming understanding

Analyzing & Problem Solving

  • Developing critical thinking skills for customer service roles
  • Techniques for root cause analysis of recurring issues
  • Collaborative problem-solving approaches for complex customer challenges
  • Strategies for continuous improvement based on call analysis and customer feedback

Throughout the course, participants will engage in:

  • Role-playing exercises to practice new skills
  • Group discussions to share experiences and insights
  • Case study analyses to apply concepts to real-world scenarios
  • Self-assessment activities to identify areas for personal improvement
  • Action planning for implementing new strategies in their daily work

The course will conclude with a comprehensive review and the development of individual action plans for ongoing professional development in customer service excellence.

Target Audience

  • Any employee who communicates with customers

Delivery Options

It’s Not My Fault, but It Is My Problem is available in the following delivery formats: 

  • Conference Breakout Session
  • Lunch & Learn Program
  • Half-Day Training Workshop
  • Full-Day Training Workshop
  • Webinar or Multi-Session Webinar

Virtual Instructor-Led
Customer Service Essentials Workshop

 

Session Length: 30-minute pre-session 2 to 4 (90) minutes sessions

By the time a consumer reaches a live customer service rep, their patience has often been tested. Between longer wait times because of COVID or the requirement to talk to a computer before gaining access to a live customer service rep, consumers often greet customer service reps with a less than delightful attitude. In this session, we’ll focus on the customer service skills that you need to succeed in this ever-evolving consumer environment.

 

Virtual Customer Service Training

 

On-Site Training FAQs

Do you offer public workshops?

TrainSMART’s instructor-led training workshops are only offered on-site at your location. We do not offer this workshop in a public seminar format. Please contact us at 800-807-8030 ext. 1 or fill out the form below to discuss bringing this workshop to your company today.

Recent Customer Success Stories

Request Your Custom Workshop Today

Ready to discuss your customer service training needs? Schedule a 30-minute call, so we can learn more about each other and determine if we are a good fit. This is a no-obligation consultation. We look forward to hearing from you. Call us at 800-807-8030 or fill out the form below.

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