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The dual path to effective leadership of a customer focused team
In our fast paced, ever changing world service excellence has become critical. Customers demand more than ever, yet we are faced with doing more with less resources. Creating a positive customer experience can give you the edge needed to increase sales, maintain and expand customer base, become an employer of choice and reduce stress on the job.
How you will benefit:
- Understand your own style of communication in both dealing with customers and in leading your team
- Gauge how your style affects interactions with both your customers and your team members
- Manage each team member to create higher levels of performance and satisfaction
- Learn and immediately apply the principles of Service Recovery
- Deal effectively with escalated customer issues both on the phone and in person
- Handle difficult customers
- Say ‘no’ when you need to
- Recognize and capitalize on each team members strengths
- Understand how to assist and guide team members in problem identification and solution
- Reward your team members both as a group and as individuals
- Provide constructive feedback
- Create a less stressed, more supportive work environment
- Coach members of your team to success
In class you will prepare an action plan of how to improve communications and service levels with your key customers and team members.
What you will learn:
Needs, expectations and perception
- Identify your customers pre-conceived expectations about your product and service delivery
- How to improve your customers perception of the product and service delivered
- How customer needs differ from their expectation and perception
- How the customer service person’s perception affects the interaction
Costs of Satisfied vs. Dissatisfied Customers
- Percentage of dissatisfied customers who complain….and what about the rest?
- Dangers associated with the unhappy customer
Knowing your team, your customer and yourself
- Through a self descriptive diagnostic identify your own interaction style
- Learn how your styles affects interactions with both your customers and your team members
- Identify the interaction styles of your customers and team members
Managing customer facing team members
- Identify the communication styles of your team members
- Learn how your team members want to be managed
- Determine amount of contact to have with your team members
- How to assist and guide team members in problem identification and solution
- Rewarding your team members
- Assessing the strengths and areas for development of your team
Handling difficult customers
- Identify 4 styles of interaction and the most challenging parts of each
- Learn key techniques to maximizing interactions with each style
- Taming the angry, hostile customer
- Getting the quiet customer to communicate with you
- Identify the most difficult style for you to handle, and key ways to improve those interactions
The customer interaction
- How every customer interaction affect the company's scorecard
- What can be done to keep a dissatisfied customer
- Creating positive moments of truth
- What to do when the customer is not “right”
- Taking ownership of your customers problem
Coaching your team to best service your customer
- Encouraging ownership of customer problems
- When and how to escalate problems
- Providing constructive feedback
- Listening for intent, emotion and positive resolution
- Key coaching approaches and techniques
- Supporting your team in daily decision making and customer interactions
Stress
- Recognizing stress signs of your team members
- Responding to stress signals
- Creating a lower stress environment
- How to avoid or minimize time in the “stress-zone”
Who Should Attend:
This is an important program for anyone who leads a front line team of both internal or external customers in either a supervisory or managerial role. This is an important program for anyone who leads a customer facing team such as: customer service, call centres, credit and collections, technical support, engineering, human resources, retail, hospitality or support.
Duration:
Two days
Seminar features:
This seminar will include various learning methods – instructor led, video, self-
scoring diagnostic tool, hands on exercises and a guided skill practice session/
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Leadership