Customer Service Conversation

A skill-building training to develop listening, assessment, and guidance skills to better assist customers and clients.

Course Description

One of the fundamental skills that employees need involves assessing the needs of their customers or clients and problem solving issues that show up for them. The Customer Service Conversations training is designed to make sure that your team develops valuable listening and communication skills that will leave your clients feeling heard, valued, and well taken care of. This interactive training will teach your team our Customer Service Conversation structure while providing industry related examples that they can use to practice during the training. Your team will also learn how to assess needs and provide needs-based solutions versus advice that may not be grounded in your client’s needs or experiences.

Length

  • 2.5 hours long

Issues Addressed

  • Concerned that clients are not feeling heard, valued, and appreciated when your team engages with them

  • Worried that a lack of effective communication skills may be triggering conflicts between staff and clients/customers.

  • Desire to prevent misunderstandings and assumptions that may lead to conflict or inefficiencies
    Need to enhance your team's customer service skills to identify the proper service to match their needs

Learning

Outcomes

  1. Customer Service Communication Skills 

    • Learn key listening and communication skills that are required to provide legendary customer service

    • Real practice using communication and listening skills with scenarios that reflect your workplace

  2. No More Advice

    • Develop the ability to communicate needs-based recommendations versus advice

Structure

  • Secure Zoom Meeting Format

  • Audio and Video required during the meeting.

  • Paper and Pen Needed

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