DESCRIPTION
In business-to-customer (B2C) customer service, it’s important to know that the rules are not universal. What might be considered polite in one culture, may be very rude in another. Take, for example, personal space, the use of probing questions, and providing advice. Understanding these differences, and being able to adapt to the specific customer, are vital in providing high class service.
Each module is based on the ClarkMorgan TAPE methodology, which ensures that trainees are guided as they practice the new skills, and are evaluated before moving onto the next module.
1 DAY
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Reflective Language
Create speech patterns that the recipient is more comfortable hearing. |
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Improving Customer Experience – The Story They Will Tell
Be able to create a story outlining desired customer service behavior that highlights a positive past experience of a customer and the actions that lead to that experience. |
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Customising Your Communication Style – Meta Programs
Quickly identify someone’s meta-programs and communicate in a way that appeals to them. |
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Tailoring Your Message to the Client
Analyse a customers unique identifiers and craft communication that is appropriate for a specific client. |
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Generating Valuable Emotion – Reframing
Take complex and difficult situations and create more positive outlooks through the use of reframing. |
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Transitioning Undesirable Behavior – Pacing and Leading
Use the pacing and leading approach to stop negative behavior from persisting, then leading the person into a more positive frame of mind. |
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Handling Complaints Face to Face
Approach and resolve a client issue when confronted in a face to face setting. |
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