Good customer service is made up of two parts: resolving the issue at hand and how it is done. The first part alone does not produce customer satisfaction or commitment. Our customer service trainings help you engage your customers and grow your profit margins.
Most of customer experience is formed in direct contact with a customer service representative. Skillful communication is key in ensuring the desired customer service experience and customer satisfaction, both of which are critically important to be measured. In our customer service trainings we will determine your meters for success and the teach the customer service skills to reach your goals.
The proper handling of moods and attitudes is a crucial prerequisite for the success and efficiency of customer service. As a customer, it is easy to spot the attitude of a customer service representative. Similarly, a customer’s attitude is easily identifiable. As a customer service representative, should you adjust your approach to the customer’s or proactively shift the mood when necessary?
With the correct attitude and strong communication skills, the representative can focus on identifying the customer’s true needs and solving their problems. This leads to better customer experience and loyalty, deepening of the customer relationship, and additional sales.
Additional sales is not only a consequence of successful customer service, but also a part of it, usually shunned by customer service representatives. We help customer service representatives internalize that additional sales is indeed a positive thing in every way.
Successful additional sales provides the customer with an experience of special attention and special service. Additionally, surpassing a customer’s expectations gives the customer service representative a well-earned sense of success and extra motivation. This helps lay a strong groundwork for future service situations and more additional sales.
In our customer service trainings we will locate the customer service skills that are critical to your organization, provide you with development plans, develop your efficiency, and enable your customer service organization to create lasting customer relationships.
Tools used in customer service training
Completo DISC Customer Service Representative’s Profile
Completo DISC Superior’s Profile
Customer satisfaction surveys
Customer service quality mapping
“The essence of customer service is recognizing the customer’s true needs and solving their issues in clever ways.”
1. Managing customer service
Managing customer service requires combining knowledge, skills, vision, and motivation into functional processes. Every time a customer interfaces with your organization, the customer relationship is strengthened or weakened. Thus, consistency of customer communication and customer service quality is key in customer service management.
In this training for customer service managers, we develop conscious and goal-directed customer service skills to help keep your customer service promise. These include:
Customer service processes
Skills to understand customers
Recognizing the true needs of customers
Surpassing customer expectations
Generating a positive customer experience
This customer service management training aims at excellent customer service to recognize the needs of customers and direct the customer towards a solution they would like to have, but don’t yet necessarily know exists.
The training also focuses on managing important processes, such as the systematic utilization of customer feedback. We will provide you with tangible improvements, which benefit your organization and will be noticed by your customers.
Strategy and values guide customer service
Customer service strategy and customer promise
The role and mission of customer service in the complete picture
Managing different types of customer service organizations: expert organization, help desk, sales, outsourced, etc.
Customer-centricity enhancing the efficiency of customer service
The particularities of managing customer service
Customer experience as a guiding principle when planning processes, functions, and service
Customer service quality vs. customer satisfaction
Measuring customer satisfaction; utilizing the results
Customer thinking values customer experience above all in decision making. Customer-centric thinking allows us to find novel ways to meet customer needs, be they expressed or latent. This is combined with an understanding of changing customer behavior to enable you to hear tacit signals from your customers and stay ahead in developing your customer service.
In this module we focus on implementing a versatile understanding of customers: customer thinking. Together, we consider the best ways to support the activities of your customers, and figure out which kind of service is most relevant to your success. We aim at focused and goal-driven customer service to drive success.
We will also tackle the challenging case of additional sales. For many customer service organizations, additional sales is a strategically important measure of success, while at the same time it feels unnatural to many customer service representatives. Customer thinking enables everyone to realize how skillful additional sales is in fact necessary and not a contrived practice at all.
This is a training for modern customer service challenges and challenging customer service situations. When difficult situations are well-managed, the positive customer experience helps the customer to trust your services in the future. For example processing complaints is a challenging task that can ultimately lead to improved customer loyalty.
The growing segment of online customer service as well as customer service by phone both pose unique challenges. For example in customer service by phone, a representative has to listen more actively, articulate their attitude more often, and respond even more concisely and clearly than in face-to-face situations.
In this training we solve what your customer communication should be like and how the customers and their needs should be addressed. You will learn advanced customer service skills to successfully convey your positive customer service attitude even in difficult situations, while also solving the customer’s root concerns.
The role of customer service in generating profits
Customer service directly affects a large part of profits
The relationship between customer satisfaction and efficiency
Customer service skills
Genuine and sincere customer service
Asking questions and listening skills
Attitude as a tool of customer service
Two parts of customer service – solving the issue and how it is done
Difficult customer situations
Toolkit for difficult situations
Skillful processing of complaints
Gaining a customer’s trust
Handling nonresponses and counterarguments
Particular challenges posed by online service and service by phone
Efficient customer service online
Special attributes of customer service by phone
Examining and forming processes from the perspective of the customer
Customer-friendly service communication
Benefits in a nutshell
Discover the most efficient customer service practices to elevate customer satisfaction
Successful and consistent communication on all communication channels
Improved customer satisfaction and loyalty
Efficient customer service
Strong skills for handling difficult customer service situations constructively and shift them into positive experiences
Efficiency in processing complaints
Extra motivation for customer service representatives
Completo DISC is a practical tool that guides customer service representatives to better understand customers and to serve them according to each customer’s individual style and logic. Since 80 % of customer satisfaction is made up of how the customer feels they’ve been treated, understanding the customer’s perspective and behavioral style is very important.
Every customer certainly expects to have their issue solved, but also carry many latent expectations when it comes to the style of service. One customer might expect quick and facts-first type of service, while another one might experience that as unnecessarily rude.
In this DISC-assisted training module, we’ll learn to understand the needs and expectations of different styles of customers so that you will be able to serve them better and more efficiently. This is done for example by trimming out unnecessary aspects of service from customers that do not expect them. This equals great time savings and a big boost to efficiency, and customers will thank you for it.
Furthermore, your personal Completo DISC Customer Service Profile included in the training will support you in developing your service capabilities with your strengths in mind. It will describe your natural mode of operation, your style of service, and your behavioral competences in communication situations. It will clarify your strengths and development areas when it comes to customer service and customer communication.
Different behavioral styles as a practical tool of customer service
How to consciously utilize your knowledge of behavioral styles in customer interactions?
Adapting your customer service style to each customer with the help of Completo DISC
Different styles of service for different customers – how do they get motivated, and how do they make decisions?
Customer communication to different styles of customers
Directing the service situation to ensure that all styles of customers get a sense of having been understood and a positive service experience
What do different customers expect from the style of the service situation?
Different DISC-styles at their most difficult
Preventing difficult situations by adapting your service style
Benefits in a nutshell
High levels of customer loyalty through personal service experiences
Unnecessary aspects of service are trimmed out
More self-confidence for customer service representatives
Deeper understanding of customers’ thinking, concerns, and needs
Preventing difficult customer service situations
Great quality of service consistently for all customers