customizable courseware

Customer Service Training:

Managing Customer Service

g
in
in
ra
rT
Fo
ot
N
 Agenda
8:30-8:45 Session One: Introduction and Course Overview
8:45-9:00 Icebreaker: Know Your States

g
in
9:00-9:30 Session Two: Changes in Customer Service
9:30-10:00 Session Three: Creating Excellence

in
10:00-10:15 Break

ra
10:15-11:15 Session Four: Communication Skills

rT
11:15-11:30 Session Five: Suspending Frame of Reference
11:30-11:45 Session Six: Stereotypes
Fo
11:45-12:00 Session Seven: Giving Undivided Attention to Others
12:00-1:00 Lunch
ot

1:00-1:15 Energizer: The Look

N

1:15-2:45 Session Eight: Leadership

2:45-3:30 Session Nine: Engaging Employees
3:30-4:00 Session Ten: Alpha Leaders
4:00-4:15 Session Eleven: Developing a Service Management System
4:15-4:30 Workshop Wrap-Up
 Session One: Course Overview

• Identify ways to establish links between excellence in

g
customer service and your business practices and

in
policies.

in
• Develop the skills and practices that are essential

ra
elements of a customer service focused manager.

rT
• Recognize what employees are looking for to be truly
engaged.
Fo
• Recognize who the customers are and what they are
looking for.
ot

• Develop strategies for creating engaged employees

N

and satisfied customers in whatever business units you

manage.
 Session Two:
Changes in Customer Service

g
• Have you noticed how customers have

in
changed over the years?

in
• Have you noticed how employees have

ra
changed?

rT
• How do we deal with all these changes in a
Fo
way that makes us feel successful?
ot
N
 Session Two:
Changes in Customer Service

g
External Customers

in
•Identify your external customers.

in
ra
•What are the characteristics of your

rT
external customers?
Fo
•What are the needs/expectations of
your external customers?
ot

•What does this mean to your

N

department?
 Session Two:
Changes in Customer Service

g
Internal Customers

in
in
•Identify your internal customers.

ra
•What are the characteristics of your

rT
internal customers?
Fo
•What are the needs/expectations of
ot

your internal customers?

N
Session Three: Creating Excellence

g
• What do you consider excellent

in
customer service for your area of

in
ra
responsibility?

rT
• Why is it important that you and your
Fo
team deliver excellent customer
service?
ot
N
Session Three: Creating Excellence

g
The Twelve Areas of Excellence

in
1. Do I know what is expected of me?

in
2. Do I have the right materials and equipment to do my job?
3. Do I have the opportunity to do what I do best?

ra
4. Do I receive recognition and praise for good work?

rT
5. Does someone at work care about me?
6. Does someone at work care about my development?
Fo
7. Do my opinions count?
8. Do I know the purpose of my department and is my job
ot

important?
9. Are my co-workers and I committed to quality?
N

10. Do I have a best friend at work?

11. Has someone talked to me about my progress along my career
path?
12. Do I have opportunities to learn and grow?
 Session Four:
Communication Skills

g
Discussion Questions

in
in
1. What is the purpose of active listening?

ra
2. What is not the purpose of active listening?

rT
3. When is active listening appropriate?
4. Why does active listening work?
Fo
5. Can active listening help a company in which it is
practiced effectively?
ot

6. Passing judgment, either critical or favorable,

N

inhibits free expression. Discuss why even positive,

favorable evaluations are barriers to communication.
 Session Four:
Communication Skills

g
Discussion Questions (ctd.)

in
in
7. Discuss the ways the business culture encourages

ra
negative rather than positive feelings-the tendency

rT
to view the human need for warmth and intimacy as
soft and inappropriate to business.
Fo
8. Discuss what the listener communicates when
engaged in active listening.
ot

9. Discuss the risk of the listener being changed.

N

10. Discuss how the group feels more secure when an

individual member is listened to with concern and
sensitivity.
Session Four: Communication Skills

g
The Three Stages of Active Listening

in
• Non-Verbal Messages

in
ra
• Cues or Invitations

rT
• Clarification of what has been said
Fo
ot
N
Session Four: Communication Skills

g
Some useful open questions:

in
• Tell me a little more about…

in
• Are you saying (suggesting) …?

ra
• What does … look like?

rT
• What if …? Fo
• Tell me what you mean when you ….
• Tell me how that idea is like (different from)
ot
N

• What if we…?
• Tell me more…
• What can we do about...?