Uplifting Customer Service and Sales with the Law of Connection 1-Day Interactive Workshop

Uplifting Customer Service and Sales with the Law of Connection 1-Day Interactive Workshop

Course Description
Overview

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!

Learning Objectives

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.

Methodology

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:

Learning Outcomes

Upon completion of the workshop, participants should be able to:

Employ the powerful Law of Connection to speak directly to the customer needs and emotions

When customers have complaints, how to use advanced techniques to seek out, and listen actively to their concerns and desires through effective, elegant and diplomatic fact-finding

Start Winning from the Beginning - Advanced techniques to help customers trust them rapidly, through the power of sincere and honest appreciation, remembering names and non-verbal communication skills

Manage Customer Expectations – keeping clear service promises helps build goodwill and navigate challenging situations much more successfully

Increase sales and develop a deep sense of loyalty by helping customers feel appreciated and treasured

Convert difficult customers and their emotions, listen closely to their concerns or feedback, and to suggest alternatives effectively

Understand the various forms of customer objections, what the customer really wants when those objections are raised, and use advanced techniques to effectively communicate and handle each of these objections

Utilize advanced techniques to influence, or convince their customers and how to get the customer saying “Yes, yes” (agreeing) as soon as possible

How to deliver bad news compassionately instead of saying “You’re wrong,” as it arouses great opposition and resistance

Learning Outline
MODULE 1: Uplifting Your Customers on a Deeper Level with The Law of Connection
  • A deep dive into the Law of Connection: that we must have the ability to speak directly to our customer needs and emotions, and that every interaction must be anchored to the customer’s point of view.
  • In other words, our customers don’t care if our company is the hero. They really care, however, if we can make THEM the hero!

MODULE 2: Active Listening, Empathy and Pinpointing the Customer’s Real Problems
    • When customers have complaints – how to seek out, and listen actively to the customer’s concerns and desires through effective, elegant and diplomatic fact-finding, using problem-solving techniques. Participants will be trained how not to project their own assumptions onto the customer

     

    • Advanced techniques to show emotional and cognitive empathy and killing our internal dialogue so we are fully immersed when the customer is speaking to us

     

    • Advanced techniques to put ourselves, honestly and sincerely, in the customer shoes. Empathize and echo the customer needs, concerns and desires and provide the correct assurances

     

    • Customised Role-Playing Exercises – Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 3: Delivery of Value to Customers and Increasing Sales
    • Start Winning from the Beginning – Advanced techniques to help customers like us instantly, through the power of sincere and honest appreciation, remembering names and non-verbal communication skills

     

    • Managing Customer Expectations – How keeping clear service promises helps build goodwill and navigate challenging situations much more successfully

     

    • Increase sales and develop a deep sense of loyalty by helping customers feel appreciated and treasured

     

    • Customised Role-Playing Exercises – Participants will practice the skills learnt, especially in terms of communicating with different people, and injecting energy, humour and goodwill into their interactions

MODULE 4: Overcoming Objections and Handling Difficult Customers
    • Participants will learn techniques on how to convert difficult customers and their emotions, listen closely to their concerns or feedback, and to suggest alternatives effectively

     

    • A deep dive into the various forms of objections, what the customer really wants when those objections are raised, and how to effectively communicate and handle each of these objections

     

    • Persuasion and negotiation techniques – Participants learn how to get the customer saying “Yes, yes” (agreeing) as soon as possible. We must always begin each interaction by emphasizing the things on which you agree, and that we are here to serve them. It is extremely challenging to overcome an early “No”

     

    • How to deliver bad news compassionately instead of saying “You’re wrong,” as it arouses great opposition and resistance

     

    • Customised Role-Playing Exercises – Participants will practice in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach