Extraordinary Customer Service
In today's competitive environment, excellent customer service is not a not a nice-to-have, it's a key differentiator. Therefore, it is critical that customer service representatives have access to tools, practice opportunities, and feedback in handling the often-difficult customer interactions they face daily.
This course is for individuals or groups who are in customer service/support roles, or any business person who deals directly with customer demands, requests, an expectations. The program uses Invisible Elephant's PREP customer service model to: ensure a perception of professionalism, reduce complaint escalations, defuse hostility, keep processes moving forward, and strengthen customer relations.
- Professional: behavioral communication skills for both phone and face-to-face customer interactions.
- Responsive: tools for redirecting emotion, aligning and acknowledging, handling challenging questions, and keeping interactions positive.
- Efficient: requests and demands using IE's Action Flow Grid.
- Personable: participants are interactively coached in balancing business professionalism, with lightness and a personal approach.
This 2-day program accommodates 1-12 participants, utilizes extensive videotaping, and personalized coaching.