Outrageous Customer Service
Overview | Benefits | Workshop Agenda | Program Details

The Agenda

This is an experiential workshop ensuring behavior awareness and behavior change.

• How to Demonstrate an "I CARE" attitude.
  • Understand WHO is in the customer is and WHAT is important to them.
• · How to Understand "Communication Styles".
• Learn HOW to analyze your style and the customer's style.
• Learn HOW to read body language.
• Learn HOW to use the RIGHT words
• Learn HOW to seamlessly adjust your style to improve communication.
• How to Diagnose. (ASK, LISTEN, CLAIRIFY, RECOMMEND)
• Learn HOW to ASK the right questions to understand their message.
• Learn HOW to listen…REALLY listen!
• Learn HOW to Clarify.
• Learn HOW to Recommend.
• How to Manage Tough Customers and Handle Objections.
• Learn HOW to diagnosis an issue.
• Learn HOW to not only survive the firing line, but demonstrate your professionalism and caring qualities.
• Learn HOW to use a WIN/WIN customer interaction model.

COACHING METHODOLOGY PREMISE

"You are your own best expert!" "Put away your critic!" Changing behaviors can be tough. Often participants feel like training is all about a personal weakness, or perhaps something their manager identified. MOST OF US DO NOT LIKE TO THINK OF OURSELVES AS INADEQUATE AT SOMETHING. Therefore, if an attendee comes to the workshop because THEIR MANAGER made them, the coach must quickly 'set a value hook' into their attitude.

INSTANT ATTITUDE ADJUSTMENT.

Within the first 1/2 hour of the workshop each Agent is videotaped and given coaching - NOT FEEDBACK. What is the difference? Feedback implies something was WRONG. In reality, the world of presenting is GRAY. Each attendee's style will work in some setting. It is about becoming clinical and strategic.

It is NEVER ABOUT BEING WRONG…it is ALWAYS ABOUT 'WHAT ARE THE RISKS OF ONE APPROACH versus THE GAINS OF A DIFFERENT APPROACH.' Bottom line, it is about selecting the right strategy and personal delivery style based on the customer and their attitude. The Agent's personal challenge is to consciously select a strategy and a style, rather than 'just letting it happen.'

PROGRAM DETAILS

Videotaping and 'stop & go' coaching will help the student see the value of the adjustments. The coach's objective is to protect self-esteem while grow comfort with the concept of strategy and making critical style adjustments quickly.