OVERVIEW
This 5 Stars Customer Service Workshop is a customer experience improvement training programme for Customer Service Personnel. It means to use the power of professional Communication Skills, Influencing and Servicing System to satisfy customers.
This programme will coach the service personnel to apply the right and most effective 5 Stars customer service skills to meet the high expectation of customer.
At the end of the training, participants would be able to:
- Discover the secrets of 5 Stars Customer Service Skills
- Change negative service attitude
- Improve verbal and non-verbal skills
- Change bad behavior of judging customers by their look
- Eliminate negative attitude to serve walk in customers
- Cut lack of commitment
- Master an easy-to-follow Influencing skills
- Master the art of listening
- Recognize buyer’s motivations instantly
- Having a personal introduction, that arouses interest and build trust instantly using building trust skills
- Rid your sales “fear” and “procrastination” permanently
- Naturally deploy psychological techniques to create compelling reasons and a desire to purchase your product/service immediately
- Identify the features and benefits in order to upsell
- How to manage difficult customers
- How to handle objections
- 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).
- Retail Sales Personnel
- Customer Service Representatives
- Sales Associates
- Client Relationship Managers
- Business Development Executives
- Service Industry Professionals
PROGRAM OUTLINE
- Negative attitude is caused by negative Mindset
- Negative attitude make the sales personnel losers
- How to build 5 Stars positive attitude
- What is your life purpose
- What can motivate you as retail sales personnels
- How to ignite your commitment
- Why Verbal and Non-Verbal skills can increase your income and sales
- How to change lazy attitude
- How to change your poker face
- How judging customers by the look is bad for your sales
- Intro to CE
- The components of CE
- How to achieve CE
- The Service Process
- Understanding customers’ belief, value, and motivation in the process of making buying decision
- The proven steps for 5 Stars problem solving process
- Understand the expectation of customers
- How to be a problem solver
- How to help clients make decision?
- Understand Matching & Mirroring
- How to be a rapport builder
- Understand body language
- How to use Matching & Mirroring to in selling?
- Understand the psychology of influence
- How to use influencing skills
- Make listening as a tool to understand clients?
- The proven ways to listen
- How to develop the art of acknowledging
- Influence your clients by total listening
- Easy ways to qualify your prospects – avoid effort wastage
- How to probe for problems and magnify them for call to action
- The effective presentation skills
- How to present features and benefits
- Effective ways to manage angry customers
- How to ensure customers are satisfied
- How to apply the effective Anger Management strategies
- What is Empathy Skills
- How to become an empathic service professional
- Apply L.A.C.P.A to difficult conversation
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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