About Customer Service for Relationship Building Training Sessions

Customer service is one of the key components of overall customer experience. It is where customers turn to whenever they have complaints or queries regarding anything related to your company. In this sense, its usefulness cannot be understated: on a positive note, it doesn’t just give incentive for a customer to stay loyal, it attracts even more customers to your cause as word spreads about both your product and its contingencies. Unfortunately, this goal can sometimes seem a bit lofty for many agents as the fear of hearing the most irate voice or reading the most insulting emails remains ever present. Worse of all, even one of these can seriously hurt their morale to the point of attrition, which can affect productivity in turn. However, there’s nothing to worry: we here at Paramount have created a training course dedicated to providing professionals the edge to excel in customer service. Here, we will cover topics such as questioning techniques, stress management, communication skills, and de-escalation techniques. By the end of this training course, professionals will have the tools to not only retain customers, but reel even more of them in, allowing your company to succeed and stay on top.

Customer service is one of the most essential components of any company, yet it is precisely because of this that it is also considered a source of fear for a lot of professionals. The fear of lack of sleep and the irate customer can certainly hold them back and prevent them from being the very best versions of themselves. For our part, we are determined to not only mitigate but eliminate and prevent these sorts of problems from appearing in future by providing the best, most comprehensive training course on customer service. Topics such as stress management, questioning techniques, communication skills and de-escalation techniques will be discussed, with each covering every area of a customer service agent’s work. Not only that, we also have other courses which you can merge along with this one to create your very own customised training session, allowing you to focus on your team’s specific needs. If you need more information regarding our services, please contact us and we’ll be more than happy to help!

Questioning techniques

The first step in any civil conversation, and especially in customer service, is to know your conversational partner in some way. For this case, it is necessary to ask questions to know customer details and their basic concerns to figure out the solutions to their problems, and each of these questions must satisfy certain criteria, some of which include questions such as “Are they on point,” “are they context-sensitive,” and “are they unbiased?” The latter point is particularly important because if even one of these criteria is left unsatisfied, it can lead to complications in the customer service process as customers may end up questioning your authority or even your capacity to fix their problems. Our training course will therefore devote time getting participants to learn the principles of questioning and how to properly deliver questions.

Communication skills

All of customer service involves communication. Whether between colleagues or between you and the customer, it is necessary that each point be delivered perfectly in order for things to run perfectly. Failure to do so can often mean unclear orders which could potentially backfire against your company and damage team morale, and it can also damage your sense of authority and reputation to the customer you’re dealing with, leading to further unnecessary escalations and even a permanent loss of customers, opinions and profit. To achieve the best outcome, therefore, participants will be taught the mediums of communication as well as the criteria for effective delivery, be it over the phone or via email. By the end of this training course, not only will customer support agents become critical, but also highly articulate and concise, able to solve problems more quickly.

De-escalation techniques

The occasional irate customer often constitutes a lot of a customer support agent’s reality, and can really be harmful for their disposition; an agent who enjoys being constantly praised may buckle under the pressure of a tirade. Even worse, even a single one of these customers can serve as fuel for an eventual resignation. We understand that this part of customer service is no fun at all to deal with both for the agents and the companies they are under, and have put particular importance on giving participants the necessary contingencies by including in this training course lessons on de-escalation. Here, professionals will be taught certain verbal techniques and questions that are guaranteed to defuse tension between them and their customers. By the end of our session, they will have the means to finally reassert control over the conversation and once again focus on solving problems at hand.

Stress Management

It is undeniable that customer service is stressful. Between the different time zones and the irate customers, a lot of even the most overzealous employees are bound to at least feel weary and desire for more breaks than usual. All of this is particularly normal until one realises that this can lead to employee attrition and absenteeism within teams, which can harm a company’s productivity and profit margins. We have therefore included in this training course a discussion on stress including what constitutes it, what triggers them and how to manage them in a constantly changing environment. In doing so, the resilience of participants will be guaranteed, allowing them to stay on top of their game even in the tense of situations.

Customised Training Session For Teams (Included No Charge)

A Paramount training course is a custom-made, high-quality material for you and your company. We supply training courses to all of our clients to help them and their company move forward and upward. We developed a customisation service for all of our training courses, to allow all of our clients to customise our courses to get the most out of them and to help create a better fit for their team. There might be many companies that offer training courses customised but ours is Free. Have your next training session customised at no cost to you.

In-House Customised training benefits:

  • Flexible length – You choose the length of the session
  • Highly Effective Team/Industry Specific
  • Certificate of Completion (Professional Grade)
  • Create a Team Building environment
  • Cost effective – Group rate discount
  • Printed courseware (No need to download or use an App to read)

Creating Content (Contact us for Quotation)

We offer training courses that can be developed just for you and your company. We understand that when it comes to choosing a training session it might not always be an easy task. Paramount is always ready to supply you with whatever training course you need. If we don’t have one, we will create it. We can even help build a session for you to train in-house by your own team. Our group of writers, editors and researchers are ready to start work on any training course you request, and develop it into the perfect fit for you as soon as possible. Contact us for pricing if you wish to have a session developed and owned by your company.

Instructor Led Online

Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST

Aside from the hundreds of training videos we currently offer, we now provide one-on-one sessions online for those working too far or too hectically to get a seat within a classroom reserved or pay for fuel and fares. Now, you can have the same quality training you’ve been craving for at the dinner table or even at your office’s sofa. Nothing is impossible with Paramount, and you’re about to reach even greater heights!

Public Workshop at a Venue

Details:

  • Time: 9:00 AM – 4:00 PM
  • Small Number of participants per workshop, average 5 people, max 12
  • Lunch and refreshments are included

Details:

  • Pay on Invoice or by Credit Card
  • Professional Grade Certificate of Completion Provided
  • Comprehensive courseware and materials

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Get Information or Quotation For Your Team

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