Customer Service
Organisations pride themselves on creating partnership with clients. This means building strong relationships based on mutual respect and managing challenging clients expectations. Client-facing teams need to ensure that they take ownership (accountability) of queries, respond to queries on a timely basis and provide complete and accurate information to clients and investors in order to ensure client satisfaction.
This course is designed to help client service people build strong, positive relationships with their clients that ensure clients get what they need and the best service that you can offer.
The majority of communications are by email, so the course will consider both effective written communication and the need for verbal contact – largely by phone. The skills covered will include the probing skills needed to find the needs behind requests and techniques for presenting insights and products to suit those needs.
The course is highly interactive and features skills practise dealing with the realities of client service. Examples of service excellence will be used.
Learning Objectives
By the end of the course, delegates will be able to:
Build a positive and distinctive relationship with clients
Take ownership of queries with a focus on responsiveness and accuracy
Assert themselves sensitively with clients
Influence client behaviour for the good of all concerned
Probe to establish the needs behind requests and issues
Offer insights and suggestions to meet needs
Negotiate around service issues
Deal with service recovery effectively
Write engagingly and persuasively
Key Topics
The five stages in the customer service call
Introduction and greeting
Professional rapport building
Identifying the issue
Accountable problem solving
Closing to ensure client satisfaction
Assertive relationship management
Relationship building
Reframing issues
Negotiating skills for service issues (blue and red rules)
Service recovery methods
Service standards (the RATER model)
Persuasive Written communication
Telephone communication
Examples of best practice in service excellence
Skills Practice
Roleplay and syndicate work will be designed to cover:
Taking ownership of queries and responding effectively
Service recovery
Managing unreasonable expectations
Dealing with errors
Offering insights and additional services
Dealing with service pricing issues
Delegates will give each other objective feedback on their performance.
Duration
1 day
