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CLIENT ORIENTATION SKILLS (INTERMEDIATE)

CUSTOMER SERVICE

OVERVIEWGreat employees are, and always will be, the backbone of any business. But employee performance can be enhanced or hampered by the tools given to them and their deep understanding of the client service. Having loyal customers/ clients should not be happy accidents created when an exceptional customer service representative, salesperson or product developer responding to a customer need. Instead, Rather, it should be the norm in the organization, with every client. In fact, these satisfied clients should be the next service providers as they spread their happy experiences to new clients.

This workshop will utilize Transfer of Learning Methodologies to ensure that all skills learned in the workshop are implemented in the workplace. This entails action-learning and experiential activities using a range of interactive and experiential exercises, debates, case studies, games and visual images/video, through which participants will apply and practice workshop concepts in a safe environment to guarantee successful transfer of knowledge to the workplace.

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DURATION

2 days

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CLIENT ORIENTATION SKILLS (INTERMEDIATE)

KEY MODULES1. CLIENT EXPECTATIONS: WHY ARE THEY

EXPANDING?

2. UNDER PROMISE, OVER DELIVER.

3. NEW RULES IN CLIENT RELATION MATHEMATICS:

• Group the pains

• Divide the pleasurable experience

4. THE SERVICE LEVELS

5. TYPES OF CLIENTS:

• One time• Repeated

• Loyalist

6. BUILDING THE LOYALISTS CLIENTELE

7. INTERPERSONAL COMMUNICATION

8. JOHARI’S WINDOW

9. TRANSACTIONAL ANALYSIS AND THE DIFFERENT EGO STATES OF THE CLIENT AND SELF.

• Complementary transactions• Crossed transactions

• Ulterior transactions

10. GAMES PEOPLE PLAY IN THE OFFICE- HOW TO DEAL WITH THEM.

11. DEALING WITH DIFFICULT SITUATIONS

• Allowing the client to vent• Staying calm• Empathy• Reframing and taking control• Active, mutual problem solving• Influencing skills

• Moving beyond logic

12. THE SIX PRINCIPLES OF PERSUASION AND HOW THEY CAN BE USED TO WIN OVER CLIENTS

13. MAKING IT REAL

14. TRANSFERRING LEARNING TO THEIR JOBS – COMMITTING TO POSITIVE ACTION

15. MAKING IT LAST.

16. TECHNIQUES FOR HANDLING PEOPLE

17. DEALING WITH DIFFICULT PEOPLE

• Resolving conflict

• Turning complaints into opportunities

• Setting personal and team standards

18. WORKING UNDER PRESSURE AND STRESS

• The optimal level of stress• Job related stress

• How to cope with stress in the office

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CLIENT ORIENTATION SKILLS (INTERMEDIATE)

LEARNING OUTCOMES• Exceed client expectations by anticipating them

• Under promise their service level and over deliver to achieve client delight

• Experience a heightened awareness of their interpersonal communication.

• Understand techniques for communicating effectively during periods of high stress, including rush-times.

• Increase their ability to positively communicate how they really feel.

• Know the difference between appropriate and inappropriate transactions in the workplace.

• Build trust in the workplace amongst themselves and teammates using effective communication and accountability tools.

• Affect and influence others through persuasion and utilization of partnerships.