Essential Customer Service and Support Skills Outline: 2-Day Workshop

Unit 1: The Foundation of Customer Support: Professionalism in Meeting Customer Needs

Mission and Purpose
Exercise: Identifying Basic Customer Needs
Primary Customer Needs
Quality Service Criteria
Top 10 Customer Complaints
Exercise
Definition of a Professional
Ten Essential Habits for Support Professionals
Exercise

Unit 2: Techniques for Gaining Satisfied Customers

Five-Step Model for Addressing Customer Requests
Step 1: Acknowledge the Customer
Keys to Effective Telephone Communication
Warm-Up Exercise
Step 2: Understand the Request
Exercise: Brainteaser
Listening Techniques and Tips
Techniques for Active Listening
Step 3: Determine the Client’s Real Need
Methods for Probing: High Gain Questions
Methods for Probing: Close-Ended Questions
Methods for Probing: Permission Questions
Exercise and Scenario
Step 4: Respond to the Service Request: Empathize
Develop and Present the Action Plan
Role-play and Exercise
Step 5: Close the Service Event and Follow-up
Exercise: Document the Call

Unit 3: Strategies for Managing Challenging Customers

Strategies for Managing Challenging Customers
Exercise
Steps for Handling the Irate Customer
Steps for Handling the Customer with Unrealistic Demands
How to Say No
Steps for Handling the Expert
Steps for Handling the “Do-It-Yourself” Customer
Steps for Handling the Rambler
Do’s and Don’ts

Unit 4: Creating and Sustaining Customer Loyalty

Key Principles and Practices
The Role of Customer-Driven Processes
Exercise
Management’s Role
Your Role
Case Studies

Appendix A:

Overcoming Overwhelm: Managing Stress & Effectively Accommodating Change
Defining Stress and Exercise
Warning Signs
Types of Stress
The Stress Response
Causes of Stress
Exercise The Impact of Change
Accommodating Change Techniques for Managing Stress
Additional Tips for Effective Self-Management in a Team Environment

Appendix B:

Handling Customers of Varying Competence Levels
Understanding Customer Competence Levels
Terminology, Emotional Tone, Expectations, Knowledge Level
Exercise

Appendix C:

Communication Tips
Writing for Effective E-Mail
Key Concepts
Do’s and Don’ts
Using Positive, Persuasive Language

Appendix D:

Online Resources for Support Professionals