Innovative Customer Service Skills is a customized training program developed by The Baron Group. The primary objective of the course is to provide participants with state of the art skills, techniques and approaches in the areas of innovation, problem solving, decision making, teamwork and consulting so that you will be comfortable working in any customer service interaction, whether with your customers and prospects or your internal colleagues. The overall objective of the course is to teach participants how to bring a problem solving approach to the customer service process to ensure customer satisfaction. Problem solving with our customers suggests working together with them to develop stronger relationships while demonstrating how we can add value on a day to day basis. You will learn how to spot relevant information related to your customer’s situation prior to presenting any recommendation. To accomplish this you will learn the necessary communication skills with an emphasis on listening and questioning.
You will learn new and different ways to develop ideas. You will also learn how to present your recommendations to a customer and new creative approaches to resolving the difficult objections you regularly encounter. By the conclusion of the course, participants will be able to:
Provide participants with an understanding of the connections and similarities between problem solving and customer service in order to learn how to transform the customer interaction into a problem solving opportunity
Learn the most appropriate roles in problem solving sessions and how they apply to customer service situations, particularly when multiple parties are involved
Thoroughly investigate the needs development process to learn how to understand both the obvious and not so obvious needs of the customer, in order to build partnerships
Investigate ways to enhance credibility to increase the collaboration between functions and develop responsive solutions to customers? problems
Learn the skills required to be effective in determining needs such as drawing out, questioning, listening, understanding non-verbals, and paraphrasing
Investigate ways to develop and present ideas both internally and externally.
Explore advanced methods of resolving customer objections that are straightforward, customer centered and problem solving oriented
Determine alternative approaches towards managing the inevitable problems that occur in a way that enhances customer relationships