Customer Service Modules

You can choose from a variety of Customer Service Modules that we offer or mix and match to create your own seminar.  Each module represented here is 3 hours of facilitation for a group size of up to 20 people.

FOUNDATIONS OF CUSTOMER SERVICE - 3 Hours

  1. Define customer service in terms of the big picture of your organisation, find out how the vision,values and mission of a company tie into what happens at the coal face.
  2. The Ladder of Loyalty – from suspect to advocate where do we find customers and what do we want them to become.
  3. Identify the physical and pschological needs of customers and find out how to meet them all
  4. Understand the expectations of customers and how to meet and exceed them - find out where the extra mile is achieved and who is currently reaching it.
  5. Learn who should have the control in any customer service interaction and how to manage the balance of when to give and take

BUILDING RELATIONSHIPS WITH CUSTOMERS - 3 Hours

  1. Natural & Constructed Rapport – understanding the differences and establishing rapport successfully for all kinds of people in all kinds of situations
  2. People Orientation vs Task Orientation – respecting our diversity and working with our own natural talents.  Understanding how others might seem different to us because of their natural orientation.  Offering customer service that is task focused or people focused to the customers who want it delivered that way.
  3. Internal Orientation vs External Orientation – appreciating our uniquenesses in our perspective of the world.  Helping customers from their own perspective in a way that has them feeling comfortable.
  4. Communication preferences – tailoring your communication experiences to the customers preferences.  How to establish within seconds what your customers preferences are for communication and meeting those immediately.
  5. Thriving in diversity – valuing and supporting one another’s unique traits in a way that aids in the entire customer service picture.
  6. Handling conflict - learn what to expect from yourself and others when conflict arises and how to handle it efficiently and effectively.

COMMUNICATING WITH YOUR CUSTOMER - 3 Hours

  1. Receiver Oriented Communication – tailoring your communication experiences to the customer
  2. Visual, Verbal, Vocal – understanding the 3 communication modes & how to maximise each of them to build rapport and relationships
  3. Listening with purpose – maximising your time investment with customers so that they felt heard and understood.  Only when they think you understand them will they truly believe that you have helped them.
  4. Barriers to understanding – identifying & eliminating the threats to your successful communication encounter.
  5. Positive Communication – portraying a ‘can do’ image through your words.  Find out which negative words should be eliminated from your organisation and your vocabulary forever.
  6. Establishing Trust – creating rapport and integrity through your communication practices.

CHALLENGING CUSTOMER SERVICE SITUATIONS - 3 Hours

  1. Challenge & the Brain – understanding the connection between your brain and your behaviour, so that you know what happens to you in a challenging situation.
  2. Diffusing & Inflaming – managing your verbal, vocal, visual respones to diffuse a situation not to inflame it.
  3. The power of choice – ensuring you understand all your options in a situation and are empowered to make the best choices.  Find out about your own personal HOT buttons and how to keep them under control.
  4. Negative, Natural & Naughty – recognising the power of these behaviour traits in challenging situations and knowing how to choose a better response.
  5. Positive communication – portraying a ‘can do’ imagine even in the challenging situations.

OUTBOUND CUSTOMER SERVICE - 3 Hours

  1. Setting goals & objectives that will add value to your business through an outbound calling campaign.
  2. Understand the purpose of proactive outbound customer servicing.  We help to motivate and sell the concept to your team.
  3. Precall planning – preparing for success, ensuring that you are ready for action
  4.  First impressions – building trust quickly to establish rapport over the telephone.
  5. Establishing needs - questioning that helps you tailor your offer to the customers situation.
  6. Closing the call – ensuring you have made the most of each call
  7. Postcall follow up - maximising call information through an effective database collation.


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For a completely free no obligation quote please contact us

inspiredtalk@slingshot.co.nz OR phone (03) 315 6555