How is it possible to meet the needs
of others if you don't understand what their needs
are? Quite simply, it isn't. Even though we interact
with other people daily, most of us are never taught
how to recognize, understand and make use of the various
behavioral and communication styles people have. That's
precisely why the Customer Service Workshop was developed.
This comprehensive program gives clear, concise direction
for
- understanding your own behavioral
design
- recognizing and appreciating the
behavioral style of your customer
- enhancing the level of service by
adapting to the needs of your customer
- screening and hiring customer service
staff
- empowering customer service employees
& managers
- developing cohesive plans-of-action
and improvement to keep
- departments and call centers in forward
motion
Through the use of all elements contained
within this workshop your employees will get specific
skills, knowledge and empowerment tools to do their
best work for your company, your clients and also
for themselves.
The end results of this workshop include the ability
to deliver world-class customer service and:
- Increase business.
- Handle calls with confidence.
- Enhance the telephone experience
of customers.
- Organize and manage calls.
- Negotiate successful outcomes.
Contact XB
Coaching About This Workshop
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Outbound Telephone
Skills Training
XB Coaching's customized, on-site
telephone skills training for outbound calling aligns
precisely with the vision and mission of your customer
service department or call center. These sessions
let your agents begin by unlocking the behavioral
aspects of their job and answering the question, "Why
do they do that?!" Along with behavioral aspects
of outbound customer care, your service agents and
employees will learn:
- 5 vital steps for successful outbound
calls.
- How to create a connection with
every caller.
- Planning tools for evaluating, recognizing
and rewarding performance.
- Strategies for overcoming almost
every customer complaint.
- And more!
Contact XB
Coaching About This Workshop
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Inbound
Telephone Skills Training
Regardless of where you
are in the world, your customers can most likely reach
you via telephone. The global marketplace has become
much smaller with the advent of technological advancements
over the past five years. This means customer service
representatives must possess the skills and training
to successfully communicate via telephone with inbound
callers. Customized to your specific vision and conducted
on-site, XB Coaching's Inbound Telephone Skills Training
sessions will allow your call center or customer service
department employees to discover:
- The 5 most important elements
for successful inbound calls.
- How to build rapport with every
caller.
- Strategies for taking sales
orders (if applicable).
- Effective methods for evaluating,
recognizing and rewarding performance.
- Proven ways to overcome customer
complaints.
- Exceptional tactics for successfully
dealing with difficult behavioral types.
- And more!
Contact
XB Coaching About This Workshop
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Services
