Customer Service Training
by Khonda HamletLanguages: English
Price (from): €1 / day
About the trainer:
Khonda Hamlet is a Customer Service Specialist with more than 13 years’ experience in Customer Service Management. She has extensive background and experience in Operations Management, Coaching, Personnel Development, and Training. Khonda is also a member of the International Association of Talent and Development (ATD), from which she has earned the ATD Trainer Certification.
Her wealth of knowledge comes from being a Solution-Driven Senior Operations Manager for 8 years at a leading Contact Center in the Caribbean. Through the Contact Center industry, Khonda has worked on major accounts such as Comcast Cable, Offer Wire, Time Werner Cable and Farmers Insurance.
Khonda has successfully developed ‘performance specialist’ initiatives aimed at developing underperformers by aligning them with superior performers who could complement their specific areas of opportunity.
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Customer Service Training by Khonda Hamlet
About the training
#customer service #sales #communication #tailored
The training focuses on tailoring business interactions with customers, as well as identifying strengths and ‘areas of opportunity’ to align business interests with customer demands.
It focusses on training businesses on how to deliver first-class Customer Service to both internal and external customers. This training focusses on the needs of the customers and how to appeal to those specific needs.
The training also takes on a very practical role by conducting on the ground needs assessment and tailors the training to meet the needs of the business.
Program
Session 1 Understanding Customer Service
What is Customer Service?
Understanding the relationship between the clients and their customers
Practical Activity
Debrief of Activity
Session 2 – The Seven basic expectations of Customer Service
Practical Group Activity
Debrief of Activity
Session 3 – Empathy
What does it mean to be empathetic?
How can one be empathetic to someone else?
Empathetic statements to incorporate in your communications with sad or irate customers
Session 4 – Dealing with displeased customers
Three steps for dealing with Irate customers;
10 things not to do when dealing with an irate customer
Practical Group Activity;
Debrief of Activity
Session 5– Customer service in the workplace
How to remain professional with other employees in the workplace
How can internal customer service and professionalism impact the workplace?
Close of training
Workshop Summary – Recap of objectives
Key Challenges Feedback, Discussion, Course Evaluation and Q & A
CLOSE OF DAY
Main benefits
- #Wide collection of the biggest experts
- #Filters for all kinds of needs
- #User friendly platform
- #Fast and cheap
- #Highest level of proficiency
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