MCCA TRAINING – Customer Service Professional Training October 25, 2019

October 25, 9:00am - 3:00pm

Our Customer Service Professional training has been developed to provide the tools you need in customer facing roles.

Training includes the role customer service providers have in delivering service excellence, using emotional intelligence, savvy communication and in dealing with difficult customers. Using the skills and strategies in this course, we feel confident that you will be able to move forward while improving your business performance.

The Standards of Customer Service

This section develops improved customer service techniques through improved communication.  We discuss how to improve communication through words, tone, and body language.

Gain an understanding of how to create rapport and acknowledge the customer’s request or concern. In addition, develop fact finding skills through questioning, what types of questions are important and how to effectively use bridge to questioning techniques.  This section includes how to meet customers’ requests, resolve issues, and provide additional information.

Gain the knowledge to transfer and place clients on hold; both in person and with technology.

Customer service standards include correctly ending interactions using summarizing and closing techniques as well as any documentation required after the contact.

The Rules of Engagement and Control Strategies

Creating memorable customer service moments starts by having a desire to help. In this section, we discuss the “Rules of Engagement” for creating superior customer service:

This section covers effective strategies of maintaining control in difficult circumstances. Learn to recognize when customers have taken control and develop skills for taking control back.  We do this through learning to read our customers’ words, tone, and body language. Participants will be ready to gain control of interactions with “I can” statements and navigational phrases to steer the conversation back on track.

Handling Difficult Customers

In this section, we discuss the psychology of anger and the role empathy plays in dealing with difficult situations.  Learn strategies to adopt for encouraging calm both in self and customers. 

Look at how to guide the customer to solving problems while continuing to move forward in the interaction.  Learn why a customer might be upset and how to pre-empt an escalation in aggression. Learn the Figure Eight technique for handling difficult situations when your ‘hands are tied’.

Participate in:

  • Self-audits
  • Group discussion
  • Engaging small group tasks
  • Case Study
  • Journaling