About Frontline Customer Service Training Sessions
“Frontline Customer Service” is an area that all companies invest in, as they are considered the primary facilitators for customer interaction and satisfaction. In other words, there is much urgency in this particular line of work for both companies and employees and requires an equally meticulous training program to address this urgency. Accordingly, our team of experts have created a training session that addresses customer service itself and all the tools that facilitate this particular kind of service. This training course will therefore include interactive lectures on how to address the various kinds of fears that most customer service representatives tend to experience, how to read customers’ emotions through pitch and body language, how to communicate information and how to defuse tension between reps and customers. The ultimate goal here is to not just turn employees into resilient assets, but expert communicators capable of turning the tide of any conversation.
Frontline Customer Service is indeed a tough job for a lot of people, but we believe the difficulties cannot just be mitigated, but utterly expelled with the proper training solution. As such, our experts have dedicated time producing a course that tackles as many aspects of customer service as possible, such as the preliminary fears of employees, the conversational processes, and the application of logic in conversation, argumentation and formulating solutions that will turn employees into effective, perceptive assets capable of winning over any customer. This expansive training course can also be supplemented with other training courses via the creation of customised training sessions which can be aimed at your more specific needs. If you need any further information about our services, please contact us.
Exert emotional control
Fear is the worst enemy of any customer service agent as it can rob them of the desire to even pick up the phone or even set up their alarm clocks at night. Worse still, there are several phases of fear that can take place in such situations. One of which is the establishment of first impressions: teams can sometimes feel very unsure about their physical appearance and the way they act, and they are aware that these things help establish a sense of authority. Another fear is the response of a customer whenever anything is said. There is always a moment of uncertainty whenever one picks up the phone and addresses a total stranger who might suddenly attempt to shout down an unlucky employee into oblivion. However, there are always ways to help address these fears, such as breathing exercises and NLP, all proven to help address fear and regain precious emotional control, and we intend to provide them these tools through interactive discussions, ensuring that they learn the processes almost seamlessly and providing them the nearest avenue for applying the lessons: the classroom.
Gather more information using body language
One of the greatest skills any frontline customer agent worth their salt can employ is that of body language and accurately judging the mood of their customers based on their pitch. This allows them greater insight as to what to do at any point of the conversation. For example, some of them might start to show agitation on the phone by raising their voices, or by suddenly going silent for a few seconds. In real life, customers can start to play with their hands, look at their watches and stomp their feet lightly whenever they start becoming impatient. These are but some of the many important signs that one has to look out for in order to be able to pre-empt solutions and/or answers that you can use to interact with any customer, irate or otherwise.
It is no secret that conversational skill is often the decider of the customer’s continued loyalty and/or buying more products from your company. As such, it can be very overwhelming for employees to take down notes on the many relevant skills pertaining to conversation, but we have reduced them into certain areas, some of them being: questioning techniques, which, when properly pointed and executed, can help employees gather as much relevant information as possible without being invasive, and counter-objection techniques, which help employees address more irate customers in their quest to provide better service. The latter, in particular, will focus on argumentation and logical methods which will help sway anyone who may be too skeptical about either the merits of your product or the customer service itself. This particular emphasis on logic will help dispel any thoughts of falseness on the customer’s part, allowing employees to gain the loyalty of even the most irate customers. There is also the added bonus of being able to form scripts by observing recurring conversational patterns, which is a must for all companies that seek quality employees.
Critical Thinking Skills
Generally speaking, when one thinks of “critical thinking,” one thinks simply of argumentation. Indeed, critical thinking covers argumentation and it will certainly be tackled in this training course, but it is also something that applies to literally everything one does, from deciding to take a precious power nap to how to properly brush one’s teeth; everything is governed by a general need to think. It is rather unsurprising, therefore, that businesses employ this on a much wider scale; companies need critical thinking to assess profit margins, research about the next big product, how to provide proper facilities for employees to feel as comfortable about their work as possible and, needless to say, providing quality customer service. This, of course, comes with problem-solving skills and situational awareness, which paves the way for more precise solutions and happier customers. Therefore, part of this training course will emphasise the need for critical thinking by giving participants relevant exercises that will prepare their minds for critical customer service.
Customised Training Session For Teams (Included No Charge)
Customise your training to suit your needs and enjoy an interactive and connecting session. Customising your content is the best way to say to your employees that you care and you also value their time. With the ability to choose content, modules, images, styling and much more, we can help you with the design and layout of your workbook, increasing its effectiveness. The best thing also is its free. Contact us for more details.
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)
Courseware that is created uniquely for you will help you fulfil all of your training objectives and needs. If you are looking for something quite specific we can create it. Our developers, designers and researchers are here to help create content for any areas that need discussing. The workbook and manual become yours and you own the rights. Contact our team for details and pricing depending on your needs.
Instructor Led Online
Download Certificate of Completion $495 inc GST
Printed and Posted Certificate of Completion $515 inc GST
Training options from home can be difficult but not with our online assisted sessions! You choose a course, the date and a time that best suits your schedule and we will have one of our professional training facilitators help you through the manual and materials via online video feed. No need to drive to attend a workshop or even leave the house! Book in your online assisted training session now and experience the Paramount difference.