This course teaches customer service representatives to deliver individually tailored, influential customer service. When it comes to people and situations we cannot have a ‘one size fits all’ mentality. Within this course we look at the mechanics of customer interactions and learn how to get the best results for everyone involved. The course covers:

Defining customer service – A trainer led discussion to pinpoint what we want as customers, and what our customers want from us

Rapport building skills – learning what rapport is and how to swiftly build it using representational systems, and matching and mirroring techniques.

DISC customer profiling – Using the DISC model to identify different customer types, and tailor your response accordingly.

NLP techniques – Using NLP techniques like pattern interrupts, staying above the line, inclusive/exclusive ors and the psychology of choice to enhance customer management and conflict resolution.

Empathy – A trainer led discussion on what empathy is, why it’s important and the effect it has. Explaining the empathy response grid.

Call structure – Deconstruction of a typical call, what goes where.

Every business is different. So while at core customer service is always about giving the customer the best experience possible, different businesses will need their own unique approach. Factors I use to tailor the course to a business are:

• Company principles/mission statement
• Inbound or outbound
• Customer relationship length
• Nature of the business
• Non-negotiable call elements
• Speed vs quality
• Operational needs – KPI’s, sustainable call lengths, calls per hour