Customer Service Team Soft Skills Training Module on Customer Service Edu Ppt (2023)

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This slide shows an activity that account managers can do during the training session to improve their listening skills.

Notes for the teacher:

Wegbringen-There are several levels of listening. We often find it difficult to listen carefully, especially when surrounded by distractions. Consider what tips or techniques you can use in your communication to strengthen your listening skills.

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This slide provides information on customer service fundamentals and the soft skills needed to be a good customer service manager.

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This slide provides insight into why soft skills are important in building customer relationships and shows how positivity and empathy are key factors in turning a customer into a returning customer.

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This slide discusses a positivity exercise and training that can be provided to customer service leaders.

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This slide discusses the importance of clarity in communication for a customer service agent when communicating with a customer.

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This slide provides information on tips that can be used for clear communication by a customer service representative. The tips are patience, honesty, effective listening, avoiding interruptions, etc.

Notes for the teacher:Below are tips that can be used by an account manager for clear communication:

• Patience:Be patient with customers and try to understand their point of view, even if they are overly aggressive.
• Under promise and tradition:It's easy to offer your customers the world, especially when you think it will help them relax or get a conversation flowing smoothly. It is always preferable to set reasonable expectations and then exceed them. Don't give yourself rigid deadlines or commit to something you're not sure your team can accomplish.
• Learn more about your customer:Before trying to help the consumer, the more information your team has, the better. Make all of this data easily accessible to anyone who interacts with customers — the less information your team needs to gather from customers, the better.
• Be honest:89% of customers said they are more likely to support honest brands. If the account manager doesn't have the right answer for the customer, let him know you're not sure. Remember to let them know when they can expect the issue to be resolved.
• Improve your first impressions:The first impression is your best chance to make a good impression. The importance of the first impression, especially the immediate one, cannot be underestimated. Make sure your employees are doing everything they can to meet and exceed your customers' expectations.
• active listening:Active listening is essential for effective communication. In customer service, active listening means listening fully to what the customer is saying, understanding what the customer means, and responding in a way that supports what the customer is saying.
• Be positive:When you use upbeat words, it's easier to understand and accept bad news. For example - Which one sounds better? "I won't be able to help you until next month. We have supply chain issues so this is not available right now." Alternatively: "This product will be available within the next month. I can place an order for you right away and make sure it ships as soon as possible."
• Avoid interruptions:A customer service representative shouldn't overwhelm customers with multiple questions without giving them a chance to answer them.
• Check your assumptions:A customer service representative may ask the customer to confirm, if possible, that the assumptions are correct. Below are some expressions that can be used:
  1. Can you confirm?
  2. Let me know if this is true.

• End each interaction with an invitation"Is there anything to do?" must be the last line of each interaction. This shows the customer that you are willing to help and go the extra mile if needed.

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This slide covers exercises that can be provided to customer service representatives during product demonstrations.

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This slide provides information on how assertiveness and openness can help customer service representatives communicate the best solution to customer issues and problems.

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This slide provides information on the benefits of being assertive in the customer service role.

Notes for the teacher:Below are tips for becoming more assertive and improving your ability to handle customer service scenarios.

• Don't confuse assertiveness with aggression:Aggressive behavior is about winning, but assertive behavior is about finding a satisfactory solution to a customer's problem while being direct and honest.
• Think of situations:By taking the time to understand what a customer is saying, a customer service representative can avoid appearing to make a hasty or reactionary decision without thinking. Also, they have a longer response time, which allows them to build a reliable response that satisfies the customer.
• Use "I" statements:“I” statements are used in all assertive statements. They reflect emotional states and interests, whereas "you" statements are interpreted as aggressive and may elicit an undesirable customer reaction. Using the word "I" is less confrontational and conveys a direct, authoritative tone.
• Always find a solution:An account manager must be assertive when he cannot agree to a client's requirements. Instead of saying "no" to a customer, they might try offering a different solution. An enticing alternative makes the customer feel like they've had a productive conversation with someone who understands their problem and cares about the ongoing relationship.

• Tell the truth:Assertiveness is based on expressing your feelings. A customer service representative can use assertiveness to communicate effectively with customers using short words that clearly express their opinion.

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This slide shows an exercise in which customer service managers can role-play with each other to better solve their customers' problems.

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This slide highlights the importance of product feature training for account managers to effectively handle customer inquiries about product usage.

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This slide provides information on the importance of educating account managers about product functionality so they can better serve their customers.

Notes for the teacher:How does good product/service knowledge help?

• Good after-sales service:Customer service representatives who are familiar with all elements of a company's products/services can resolve issues more quickly and effectively.
• Clearer communication:Product knowledge enables an Account Executive to accurately and persuasively communicate the benefits and features of products/services. The more information agents have, the better they can communicate.
• Reliable help:The customer support executive's tone and attitude become more confident due to his understanding of the product.
• Build trust:When it comes to building trust, all of a company's customer service representatives need access to the same up-to-date information.

For example, if a consumer receives different versions of information from different customer service representatives, customers will be reluctant to associate with the brand. You lose trust in your brand. They are more likely to trust brands that demonstrate confidence in their products.

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This slide provides information on the importance of educating customer service representatives about the product so they can help customers at a high level.

Teacher's notes:Sources from which customer service representatives can obtain knowledge about products/services are:

• product literature
• customer rating
• experienced colleagues
• production units
• training programs
• User's own experience
• not catalog

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This slide shows an exercise on how a customer service representative can build a knowledge base about a product/service in the form of a guide or directory to better serve customers.

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This slide provides information about crisis management information and how it is an integral part of public relations.

Instructor Note: Crisis Management Process

• Before the crisis:Avoiding potential crises is the first step in crisis management. Includes developing a crisis management strategy, deploying and training a crisis management team, and conducting simulated exercises to test your system
• Crisis management and response:Covers the process of managing and responding to different phases of a crisis
• After the crisis:Finally, review your crisis management strategy with your crisis management team to see how it fared in an actual emergency situation.

Types of crises:

• Personal crisis:When an employee or other person associated with a company engages in unethical or illegal behavior, that misconduct can occur inside or outside the office and can be related to the person's work or personal life.
• Organizational Crisis:When a business treats customers illegally by taking actions that negatively affect their customers. For example, customers who deserve to know the details of a certain topic may be kept in the dark about important information.
• Technological Crisis:When servers go down, software crashes, or any other technological device fails, the entire network comes to a halt. It can cost a company a lot of money, make customers question its reliability, or destroy its reputation.
• Crise Natural:Natural disasters like hurricanes, floods and winter storms can damage or destroy a company's office space. Depending on a company's location, it may be more vulnerable to numerous natural disasters that occur throughout the year.

What to do and what not to do in crisis management

• Do you have a plan?
• Restore service as soon as possible (if possible)
• Give a consistent answer
• don't get defensive
• Don't make hasty decisions
• Don't ignore the risks

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This slide provides information on how developing a crisis communication plan can help customer service leaders resolve the crisis.

Instructor Note: Crisis Communication Tips for Great Customer Service

• Gather all the necessary information:First, a customer service representative must gather all the necessary facts about the problem to determine the best course of action.
• Develop a crisis management team:The next step is to form a crisis management team to take charge during a crisis. This group will help you keep your company and your team on track during the downturn and prepare the account team for future downturns.
• Create a knowledge base for the crisis:It is crucial to provide management, employees and customers with all relevant information to ensure excellent customer service in times of crisis. The objective should be to prepare your company for all situations that arise
• Prepare customer service responses for crisis management:Members of the customer service team will be able to answer all customer inquiries realistically, clearly, helpfully, compassionately and consistently if you have a list of responses prepared for crisis management
• Make sure management is always available:Management must be available at all times via social media, email, SMS, internal systems or phone to answer questions. You must be available to handle escalated customer service requests
• Providing omnichannel support:By providing omnichannel support, an account manager can connect with their customers anywhere, anytime. It's important to be able to interact with customers through their preferred channel at all times, but this is especially important in times of crisis. Whether your customers reach out to you via email, social media, live chat, blog, or phone, you need to be available to respond and interact with them.

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This slide shows an exercise where customer service representatives can make simulated calls to resolve a real issue with the product/service.

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This slide provides information on how customer service representatives can work together as a team to resolve customer issues.

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This slide provides information on the benefits of teamwork in customer service. Benefits include faster resolution of customer concerns and consistent customer service.

Teacher's note:Ways to Bring Your Customer Service Team Together

• Accelerate and simplify communication between customer service agents
• Make your hiring and training process meaningful, memorable and personal
• Review your customer personas together
• Appoint a decision maker
• Make customer information available to everyone
• Be open about your goals and intentions

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This slide shows an exercise where the company can organize out-of-office events for the executive account management teams to bring them together and create strong bonds.

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This slide explains how excellent customer service can turn customers into active supporters of the company.

Note to teachers:Below are tips to increase customer retention:

• Empower your team with the right tools:An account manager can track customer interactions across multiple channels with a helpdesk ticketing system. A help desk can also assign customers to specific support agents, track key metrics, and resolve issues quickly and efficiently.
• Train your employees in customer service skills:Well-trained account managers with emotional intelligence and strong communication skills are better at building customer relationships
• Make your return/cancellation process simple:A simple returns and refunds process makes a business shine in the eyes of customers. The chances of doing business with them again also increase. A business can lose revenue from a canceled order, but gain a satisfied customer who will come back to buy again.
• Keep an eye on your metrics:Tracking metrics can be tedious, but they are essential to providing the best customer service possible.

Some great metrics to track are:

• Time to first reply
• Average solution time
• resolution rate
• customer satisfaction ratings

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This slide explains that a customer service representative must demonstrate a high level of quality in conflict resolution to provide solutions to their customers' problems.

Note to teachers:The following are conflict resolution tips that account managers can use in specific situations:

• Set expectations based on past experience
• clear communication
• Empathy
• active listening
• Recognize specific customer needs
• don't blame anyone
• say you're sorry
• Keep calm and professional
• Help your customers the way they want to help themselves
• Do not interrupt the person while he is speaking.

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This slide shows the many phrases that account managers should never say to complaining customers.

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This slide addresses the concerns of customers who violate the rules and regulations of using VPN on multiple devices

Instructor notes:

Representative:Ladies and gentlemen

We are reaching out to you because we discovered that you installed our VPN software on multiple devices while being placed on our single device plan.

Want to upgrade to one of our multi-device plans instead?

Let us know and we'll put you in touch with a suitable package.

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This slide provides information on the various golden rules for effectively handling customer complaints.

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This slide shows the basic but important rules to ensure that account managers provide great customer service. The most important rules mentioned are: never keep customers waiting, always deliver what is promised, listen to customers, handle complaints, be helpful even when there is no immediate benefit, and educate employees.

Instructor notes:

• Never let customers down:Nobody likes to be served. So when a customer calls with a complaint, always respond
• Always deliver what is promised:Reliability is one of the most important factors in good relationships. Therefore, avoid making false promises to customers that cannot be fulfilled.
• Listen to customers:Let the customer speak. Show interest in the conversation by providing appropriate responses. Before offering a solution, summarize the problem for the customer
• Dealing with complaints:Handle complaints properly as they are covert opportunities. Use them to improve product or service offerings
• Be helpful even when there is no immediate benefit:Be prepared to resolve a customer complaint, as a satisfied customer becomes a passive brand ambassador. In addition, the focus should be on winning over loyal customers and not just making sales.
• Employees in training:Training customer service personnel to be helpful, courteous and knowledgeable

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This slide shows the summary of customer service basics and soft skills session.

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These slides show Energizer activities to engage the training session audience.

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This slide highlights the training proposal cover letter. It provides details of what the corporate training company can achieve for the client.

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The purpose of this slide is to present the different types of courses offered by the training company.

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This slide shows the key deliverables that the corporate training company will deliver to the client. Key deliverables highlighted are meeting plans, PowerPoint presentation, assessment materials, and training materials.

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This slide represents the numerous additional services that the training company offers to the client, such as: B. Webinars, planning diaries and e-learning design solutions.

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This slide lists the main services that the training company offers to the client, along with the associated costs.

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The purpose of this slide is to highlight the numerous additional services offered by the practice company along with their cost details.

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This slide provides an overview of the Corporate Training Company's vision and mission statements, core values ​​and key clients.

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This slide highlights the major awards and recognitions the law firm has received for providing exceptional services to clients.

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The slide contains information about the team members who would provide the training services to the client. It contains information about the trainers and their designations.

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The slide contains information about the team members who would provide the training services to the client. Contains information about the names of employees and their respective designations.

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This slide provides information about testimonials from satisfied customers of the company.

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This slide highlights testimonials from several of the company's satisfied customers and provides information on congratulatory messages, customer names and company details.

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This slide shows the training proposal case study. It contains information about the problem the client is facing and the solutions proposed by the firm. It also includes details on results and customer testimonials.

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This slide contains information about the contractual terms of the training offer. It also contains details of the services the training company will provide to the client.

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The purpose of this slide is to provide contact information for the corporate practices firm. It contains the official address, contact number and email address of the company.

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This slide highlights the teacher evaluation training evaluation form. It also includes sections to fill in training information details and participant details.

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This slide presents the participant evaluation questions about the training content.

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The slide shows the evaluation form for the course evaluation. It also contains questions about the participants' future actions.