If you've ever wondered if you should invest in a state-of-the art customer service training program, consider these two facts:
- Good customer service: 70% of disgruntled customers will do business with you again if you resolve the complaint in their favor.
- Bad customer service: It costs six times more to attract a new customer than it does to keep an existing one.
What's In It For Me? is the most innovative customer service video training tool to hit the market in years. A ground-breaking 1-hour or 2 1/2-hour workshop, What's In It For Me? looks at customer service from a viewpoint that will truly motivate employees - their own perspective. Simply put, every time a method or tactic is introduced, participants learn how they will personally and professionally benefit by using it.
What's In It For Me? teaches three powerful techniques for handling customers: The Best Face of the Stone, The Lightning Rod, and Participant Observer. These techniques not only make for satisfied customers, they enhance your employee's job satisfaction and teach them the skills that they need to advance professionally at your company.
So what's in it for you? A thought-provoking workshop that inspires participants. A workshop that empowers your team to deliver unparalleled customer service. A workshop that helps your company to stay ahead of its competition.
Workshop Overview
- Introduction
- Video Viewing
1. The Best Face of the Stone
- Choose to show your best face
- Acknowledge the customer
- Apologize for the problem and take responsibility for solving it
- Stay focused
- Meet their need - or call your manager if you can't
2. The Lightning Rod
- Let yourself feel the shock of the problem
- Ground yourself - take a couple of deep breaths
- Put the problem aside
- Focus on the customer - not your problem
3. Participant Observer
- Show empathy for the customer's problem
- Let the customer's emotion go past you
- Remain a participant in the conversation
- Stay focused on the solution - not the conflict
- Group Discussion
- Review of key concepts
- Role-Play Exercise
- Participants practice the above three techniques
- Worst Nightmare Exercise
- Participants use the three techniques to confront their worst nightmare
- Conclusion and Key Take Aways
- Personal action plan for success
