Stressful Interactions -- Techniques for Superior Customer Service

Through interactive techniques such as role-playing and partnered exercises participants develop greater skill and confidence in dealing with customers--in person, over the telephone and via e-mail. The course covers essential techniques such as questioning for understanding, expressing empathy, active listening and building rapport. The program also teaches participants how to use a process approach to improve workplace communication. Participants learn to recognize and manage the stress reactions of others by communicating with them on their own terms and “in their own language”. More importantly, they learn how to be more resilient ---how to keep themselves out of distress---and how to deal with others who may be in distress.

Participants learn "where customers---be they internal or external--- are coming from" and how to handle them better when they are upset. This course has been designed to help employees value their role in providing efficient, courteous and friendly service and in helping them maximize their customer service effort.

Course Description

This fast-paced one-day experiential workshop is designed to give you an understanding of how to provide professional and courteous service to your customers. Learn the basics of active listening and questioning skills and gain a greater awareness of how your tone of voice and non-verbal body language may positively or negatively impact your customers. The course covers many practical tips and techniques for frontline and telephone-based staff. You will come away with a better understanding of what to say to customers when the going gets tough . You’ll also gain insight into your own stress reaction and learn how to throw a lifeline to colleagues and customers who are in distress.

Topics:

• rapport building, listening and questioning skills
• steps to successful complaint resolution
• cross cultural communication
• handling telephone and e-mail enquires
• understanding essential customer needs
• handling difficult situations and stressed customers
• recognizing Your Stress Reaction
• recognizing Stress Reactions of Others
• throwing the Appropriate Lifeline

Learning Objectives:

• Describe the characteristics of good customer service in a public service context
• Identify the benefits of maintaining a positive attitude and of providing superior customer service
• Describe common barriers to the delivery of successful customer service and explain how these may be overcome
• Use active listening skills--restating, paraphrasing and
• clarifying---- to show your understanding of a customer's issue
• Demonstrate positive body language to build rapport with customers
• Describe 6 basic steps to handling a customer concern
• Manage stressful customer interactions
• Identify one’s own stress reaction and describe how to become more resilient in the face of non-stop change and workplace stress
• Differentiate between a situation you can handle yourself and one you should escalate