Premium Customer Service
This class is designed to provide Installers and Customer Service Representatives the motivation,
knowledge, skills and tools needed to professionally conduct themselves with customers.
The one-day Premium Customer Service program helps employees develop specific contact skills.
Participants sharpen their abilities to understand and solve internal and external problems by learning
attentive, participative and objective listening skills. Learning the language and behavior of the three
ego states – adult, parent and child – helps employees focus on providing superior customer service in the
adult mode. Now that we can effectively listen and communicate to the customer from the Adult ego state, we can learn to handle irate and angry customers in a calm, mature and effective manner. Finally, identifying learning styles and applying this knowledge to practical customer
situations empowers employees to effectively deal with a variety of personalities.
Because our clients have told us how beneficial the role plays are for introducing employees' new
skills into everyday telco environments, we have extensive, customized role plays throughout the
seminar.
Course Content
Premium Customer Service training sharpens attendees’ abilities to understand and solve internal
and external problems by:
Sharpening Listening Skills
- Attentive Listening
- Participative Listening
- Objective Listening
Enhancing Communication Skills
- Recognizing verbal & body language
- Staying in the adult ego state where problem-solving, reasoning & logic reside
- Providing tools for effective customer care when customers are not in the adult mode
Dealing with an Angry Customers
Angry customers hurt your company's image, disrupt your workday and cost your company business. The
Premium Customer Service program teaches employees effective techniques for handling customers in
states of:
- Controlled Anger
- Expressed Anger
- Irrational Anger
Learning Styles
Identifying learning styles and applying this knowledge to practical customer situations empowers your
employees to professionally deal with a variety of personalities.
