Uplifting Customer Service and Sales with the Law of Connection 2-Day Interactive Workshop

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:

The Law of Connection - Speak directly to their customer’s needs and emotions to quickly convince them that we’re on the same side

Over-the-Top Customer Service: Foster an excellent customer service culture, going above and beyond to serve their customers

Take feedback or complaints constructively, and to apply the skills of empathetic communication

Gratitude vs Appreciation - Go into every interaction full of confidence, energy, good will and the enthusiasm to serve

Empathy and Active Listening: Use advanced techniques to put themselves, honestly and sincerely, in the customer’s shoes. Empathize and echo the customer’s needs, concerns and desires and provide the correct assurances

Employ advanced critical thinking and problem-solving techniques to convert customer complaints into sincere compliments, turning disgruntled customers into long term loyal customers!

Situational Customer Profiling: Utilize advanced techniques to communicate with different types of customers (SCMP, DiSC) and learn how to choose the right style of service, delivering an excellent service experience to each customer in different situations

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

Overcoming Objections: 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

Advanced techniques to answer tough challenges in a convincing manner and maintaining a strong and trusted customer relationship regardless of the outcome of the discussion

Learning Outline

MODULE 1: Uplifting Your Customers on a Deeper Level with The Law of Connection

The Law of Connection – that we must have the ability to speak directly to our customer’s needs and emotions, and that every interaction must be anchored to our 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: Developing an Uplifting Customer Service Culture

An introduction to developing fundamental customer service principles and to improve the customer experience at every point of contact

Establish the common service language for your organization’s customer service standards (helpfulness, response time, escalation, conflict resolution), so every member is aligned with your organization’s priorities and objectives

Gratitude vs Appreciation – Go into every interaction full of confidence, energy, good will and the enthusiasm to serve

Datuk Seri Stapler Role Play: Participants will participate in a humorous and effective role-play to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 6: Overcoming Objections and Winning Customers Over to Your Way of Thinking

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

Overcoming Objections – 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

Advanced techniques to answer tough challenges in a convincing manner and maintaining a strong and trusted customer relationship regardless of the outcome of the discussion

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: Active Listening, Empathy and Pinpointing the Customer’s Real Problems

The crucial skill of helping customers feel important – why Active Listening is a key component to building trust and influence with any customer, no matter how difficult

Silver Lining Game – When the customer has concerns or worries – how to seek out, and listen actively to their concerns and desires through effective, elegant and diplomatic fact-finding

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

Games, Group Discussion and Role-Play Exercises: putting participants in realistic training scenarios to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 4: Uplifting Customer Service with Critical Thinking and Problem Solving

The dangers organizations face if its customer service representatives lack comprehensive critical thinking and problem-solving skills

How a great problem-solving process actually looks like, and why most customer service representatives are doing it absolutely wrong!

How to convert customer complaints into sincere compliments, turning disgruntled customers into long term loyal customers!

Customised Interactive Activities – Participants will participate in activities to master and utilize the techniques learnt, in a step-by-step and systematic approach

MODULE 5: Delivery of Value to Customers and Building Relationships Effortlessly

Situational Customer Profiling: Our audience can come in all shapes and sizes, from the friendly to the downright nasty. We conduct a deep analysis on different personality profiles (SCMP, DiSC), and how different customers prefer to receive communication differently (including how to influence, convince and resolve conflict with them)

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

A deeper dive into understanding non-verbal communication skills (applicable for face to face, virtually or over the phone), and why it is more important to observe and maintain our own ideal body language instead of reading others

The role of language in establishing connections with others – how Positive Reinforcement is absolutely vital in putting the customer in a receptive mood

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

Develop a deep sense of loyalty by helping customers feel appreciated and treasured

No More Sorry – All around the world, and especially in Asian culture, we try to get the buy in of our customers by apologizing unnecessarily – in truth, these unnecessary apologies greatly hurt our chances of building rapport and serving our audience properly

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