Bravo! Customer Service Done Well
Bravo! Customer Service Done Well
Course Length:
Learning Objectives
- Demonstrate a customer service approach and better understand the customer’s journey
- Understand behaviours and how they affect the behaviour of others
- Demonstrate confidence and skill in the way you communicate
- Apply techniques to deal with difficult interactions
Target Student
Customer service representatives, service-focused professionals and managers leading service teams, seeking to deliver consistent service, communicate with confidence and provide a great customer experience.
Course Outline
Section 1: Customer Experience
What is exceptional service? What can make service better?
Examine and understand what customers want
Create a top five list of customer service skills
Who is the customer’s customer? And why does this matter?
Section 2: The Customer’s Journey
Dealing with unmet or preconceived expectations
What is the impact you have on that key moment?
Explore the customer’s emotions before they interact with you
Section 3: Creating Consistency
Start with welcoming
Tips to create not just service but a hospitable environment
Build rapport by understanding social styles
Section 4: Communicate with Confidence
Effective communication skills to create collaboration, self-assurance, and mutual respect
How to listen for accuracy, not assumptions
Why open questions work
Mindset starts with intentions
Body language speaks volumes
Participants will practice a scenario of their choice with emotion involved
Section 5: Challenging Interaction
Learn the three factors that lead to heated interactions
How to stop fight, flight, or freeze
How empathy can be used without it feeling fake
Manage your self-talk
How to say no
What the follow-through looks like and why that matters
Offer appreciation
Bravo! Customer Service Done Well
Upcoming Classes
All Public classes are held onlinewith a live instructor
| Dates | Price | Qty |
|---|---|---|
| October 27, 2023 9:00 AM to 4:00 PM ET | $595.00 Online | |
| February 20, 2024 9:00 AM to 4:00 PM ET | $595.00 Online |
I want to talk to someone about private or customized training
Have questions about this course? See below or reach out to our training coordinators.
Group of 4 or more? Consider private training
The Great Canadian Training & Consulting Company Advantage
When you train with us, your training will not just check a box. We make sure it is GREAT!
- Experienced Trainers
- Guaranteed to run classes
- Learning Guarantee
- Anytime after-training support for 30 days
- Bilingual training, manuals & post-training support available
This course comes with
PDF Reference Guide
Take the Reference Guide anywhere and save the environment with an electronic copy of your training Reference Guide for use on any of your computers or devices
Printed Reference Guide
Instead of the PDF that comes with your course, purchase a printed paper Reference Guide for use during your class and future reference
Can I customize my course?
OF COURSE!
Tailored Training
Your Reference Guide will follow a standard course outline but your class can be tailored to focus on the subjects that are most important to you
Use Your Own Files
You can include your own files in your training session to make it more applicable to your day-to-day role.