Training in Frontline Customer Service
Exercise emotional control
Fear is the greatest enemy for customer service agents as it can make them feel deprived of the ability to pick up the phone at night or set their alarm clocks. Worse, fear can manifest in a variety of ways. One is the establishment and maintenance of first impressions. Teams can feel unsure about how they look and act and are conscious that this helps establish authority. A customer 's response to any statement is another fear. It is not uncommon to feel a bit of anxiety when you pick up the phone and speak with someone new. There are many ways to address fears such as NLP and breathing exercises. We plan to give them these tools through interactive discussion to ensure that they understand the process and provide the closest avenue for them to apply the lessons: the classroom.
Use body language to gather more information
A frontline customer agent must be able to read body language and judge the mood of customers based on their pitch. This is one of the most valuable skills they can use. This gives them greater insight into what to do during a conversation. Some customers might become agitated on the phone, raising their voices or suddenly stopping talking for a few seconds. Customers can also play with their hands, glance at their watches, and stomp their feet when they become impatient in real life. These are just a few of the important signs to watch out for when interacting with customers, angry or not.
Conversation Techniques
It's no secret that customer loyalty and purchase of more products from you company is determined by conversational skills . It can be overwhelming for employees to keep track of all the relevant conversation skills. However, we have simplified them into two areas: questioning techniques that can help employees collect as much information as possible while not being intrusive, and counter-objection methods which can help employees deal with more angry customers to improve their service. This will be a combination of argumentation and logic that will convince anyone skeptical about your product or customer service. This emphasis on logic will dispel any notions of falsity on the customer's side, which will allow employees to win the loyalty of even the most angry customers. This ability to observe recurring conversational patterns and form scripts is an added benefit that is essential for any company looking to hire quality employees.
Critical Thinking Skills
When one thinks about critical thought, one tends to think of argumentation. Although critical thinking includes argumentation, and will be covered in the training course, it also applies to virtually everything, from how to brush your teeth to taking a power nap. All activities are governed by the need to think. This is why it's not surprising that business use critical thinking on a larger scale. Companies need to be able to evaluate profit margins, find the best products, provide quality customer service, and give employees comfortable working conditions. This requires problem-solving skills as well as situational awareness. It leads to happier customers and more precise solutions. This training course will emphasize the importance of critical thinking and provide participants with relevant exercises to help them prepare for customer service.