Do your customers keep calling back with the same enquiries or complaints? Are your customers unsatisfied because their root problems or concerns were not adequately addressed?
No matter how skilled and knowledgeable our customer service representatives, customers will become disgruntled if our representatives do not possess next-level customer service techniques and practical problem-solving skills.
We have gotten so used to shallow customer service that we dread calling customer carelines or asking for help. In fact, we’ve grown so used to arguments with unhelpful or callow customer service representatives. Even before picking up the phone, we anticipate speaking to an enemy instead of someone who can ease our concerns and solve our problems comprehensively.
But what if a CS team was trained with advanced techniques to be warm and empathetic? What if they carefully listened to our needs without jumping to conclusions? What if they understood our frustrations and were trained to help us feel at ease and to give us the proper assurances?
Instead of focusing on KPIs such as reducing customer talk-times, what if instead we aimed to go above and beyond in serving our customers, and to exceed their expectations by effectively solving problems for them?
It’s proven that customers make future business decisions based on feelings such as trust and loyalty. When we go above and beyond to serve our customers, we are strongly reinforcing those positive feelings. In such a situation, they can’t help themselves from buying more and recommending us to others as well
In this regard, Teacher Kean teaches your employees to harness the powerful Law of Connection, shares crucial rapport building and communication skills from his training as a UK Barrister, as well as his years of relationship management experience from the investment banking industry, in this engaging programme to immediately help your customer service representatives delight customers and sell more with next-level uplifting customer service techniques!
This programme seeks to inculcate into each participant through interactive learning, re-writing exercises, and role-playing next level uplifting customer service skills so they can solve problems for the customer thoroughly, save time and costs, sell more and give them an excellent experience. At the end of the workshop, participants shall hold in their hands’ specific skills, concepts and experiences that can propel themselves and the organization toward greater results.
Think differently to alter direction.
The experience of learning to read and write for the first time is likely to remain vivid in your memory. The skill is ingrained and it stays. The primary objective of our training and workshop is to make your new knowledge and abilities as durable as the ones you’ve already accumulated. They foster fresh ideas. They enable great feats. Individual behaviour and attitude contribute to your organization’s success is what we prioritise.
Combining experiential, instructional, and discovery learning with current coaching technology promotes profound transformations in attitudes and behaviour that enable sustainable change in your business. These adjustments improve results.
Our programmes involve with 12 unique learning methodology as below:
Upon completion of the workshop, participants should be able to: