OVERVIEW
Managing internal inquiries from vendors and customers is a critical aspect of customer service. To help customer service representatives develop the necessary skills and knowledge, this training program covers various communication channels, including chat, email, phone calls, and online management.
The program begins with an introduction to communication skills, including active listening, empathy, and assertive communication. Participants will also learn about customer service fundamentals, understanding the importance of excellent customer service and the role of customer service in the organization.
The training program then covers the best practices for managing inquiries via chat, email, and phone calls, providing practical tips on responding promptly, using tools effectively, and managing multiple conversations.
By the end of this course the delegates will be able to:
- Upon successful completion of this course, participant will be able to:
- Managing internal inquiries from vendors and customers
- Learn about customer service fundamentals.
- Understand the importance of excellent customer service.
- Know the role of customer service in the organization.
- How to handle difficult situations, including de-escalation techniques
- Resolve customer complaints and managing stress and emotions.
- Typically spans 2 days (9am to 5pm).
- Nonetheless, we can customize both the program’s duration and schedule to cater to unique client requirements (e.g., compact 1-day workshops or extended sessions beyond 3 days).
- Customer Service Representatives
- Sales and Support Staff
- Call Center Agents
- Help Desk Support
- Retail and Hospitality Staff
- Managers and Supervisors
- Business Owners and Entrepreneurs
PROGRAM OUTLINE
- Overview of the training program and its objectives
- Explanation of the importance of managing internal inquiries effectively
- Understanding the communication process and its barriers
- Active listening and questioning techniques.
- Empathy and emotional intelligence
- Assertive communication
- The importance of excellent customer service
- The difference between internal and external customers
- Understanding customer expectations
- The role of customer service in the organization
- Best practices for managing inquiries via chat.
- Responding promptly and professionally
- Using chat tools effectively
- Managing multiple chat conversations
- Best practices for managing inquiries via email.
- Writing clear and concise emails
- Using email tools effectively
- Managing email volume
- Best practices for managing inquiries via phone.
- Answering calls professionally
- Active listening and questioning techniques.
- Resolving issues on the phone
- Understanding online communication channels (e.g. Social media, online forums, etc.)
- Best practices for managing inquiries via social media.
- Responding to negative reviews and comments
- Managing online reputation
- Identifying difficult situations and customer behaviour
- De-escalation techniques
- Resolving customer complaints
- Managing stress and emotions
- Practical exercises to apply the knowledge and skills learned.
- Role plays to simulate real-world scenarios.
- Case studies to analyse and discuss different situations.
- Review of key takeaways and learning outcomes
- Feedback and evaluation of the training program
- Next steps for continuous improvement
PROGRAM METHODOLOGY
- Hands-on Activities: Practical exercises to reinforce theoretical concepts.
- Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
- Role Plays: Simulations of realistic situations to build practical skills.
- Feedback Sessions: Reviews and reflections to encourage improvement.
- Problem-solving Exercises: Develop critical thinking and decision-making skills.
- Experiential Learning: Learning by doing, promoting active involvement.
- Interactive Lectures: Engaging presentations by experts in the field.
- Case Studies: Real-world scenarios for learners to apply their knowledge.
- Quizzes & Tests: Regular assessments to track learning progress.
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