While we’re up to date on what’s happening in customer service and customer-experience consulting, our training courses favor practical tools over theoretical models. Usually we can convert the course. He got rave reviews from the participants.”, “Board presentation went well. As always, the team loved the session, and I’ve been hearing great feedback. We have several programs that target general audiences, and our specialized workshops address such industries as: We offer training in three formats: onsite customer service training, facilitator-led virtual customer service courses, and self-paced online programs. And yet, although companies have had a long + Read More. Then, that person will whisper it to the next person and so on and so on, until the last person will declare the message out loud. This activity, like Say My Name, drives home the point that customer service representatives need to remember who they’re talking to at all times. Disney handles over 135 million customers in their parks each year, so customer service isn’t something they take lightly. These workshops are not offered in a public seminar format. Diagnose: Get to the bottom of the issue so you can make sure it won’t happen again. He was a very motivated and inspirational speaker. Site Map | This activity will help participants see the value in a comfortable working environment, as well as the importance of creating a good and comfortable environment for their customers. Even if you have a good product and industry knowledge, agents can not excel at their work without being trained for the right set of skills. They’re already asking when you’re coming back. Write the following words and phrases onto index cards: extraordinary, delight, serve, above and beyond, discovering, like family, adding value, positive experience. Customer Service Training Game 1: Don’t tell me, let me guess. For example, you might say that you had a burger for lunch (true), have two siblings (false), and like to play hockey (true). Good old-fashioned charades can teach your team a lot about the importance of both verbal communication and body language. This activity serves as a fun ice-breaker, but also encourages team members to actively think about questions they have been asked by customers, and to realize that they are often asked similar questions as their fellow team members. With this exercise, break your team up into smaller groups of 3 or 4. Have participants imagine how this interaction made the customer’s day better, and to effusively praise the company’s best points. This page lists our onsite customer service workshops. In general, customer service skills rely heavily on problem-solving and communication.Customer service is often considered a “soft skill,” including traits like active listening and reading both verbal and nonverbal cues. Empathy. Training your team's customer service skills is the most common training for any organization. It can also be a great onboarding activity to help new team members get to know their colleagues. All Comm100 brand and product names are trademarks or registered trademarks of Comm100 They have worked with businesses, government groups, associations, and educational institutions of all shapes and sizes in such industries as healthcare, hospitality, automotive services, retail, insurance, banking, oil and gas, and pharmaceuticals. Kate’s energy and willingness to meet as many of the attendees as possible and her ability to quickly build a rapport with folks established credibility and a safe environment. This activity is adapted from The Big Book of Customer Service Training Games. It was a pleasure working with you, and thank you for providing some valuable insights for our SES!”, “Greg Jones was a DYNAMITE presenter! Not only did they customize content for us, but they delivered it well and provided a great train-the-trainer session. We are excited to use the tools created by zombies. Hand each group an index card, and ask them to write down, based off of the word or phrase given, a definition for excellent customer service. AppSumo has developed a great challenge to get people out of their comfort zone and making connections, which is important for customer service agents who need to be a little more assertive than shy. We know from our years of customer service training and consulting that without an organizational commitment and some form of regular training, rarely does that happen. Everyone valued the ‘informalness’ of the key note. Charlie did a fantastic job. All other trademarks or registered trademarks are property of their respective owners. He kept the class moving forward and kept us all engaged and participating. All Rights Reserved. We can facilitate our programs as described in the workshop outlines, or we can work with you to tailor them to address goals and objectives specific to your group. The executive team and I have literally had people coming up to us all week talking about how excited they are for the future, how they believe in where we are headed, and thanking us for what’s being done. Each person should share with their group the situation and how they handled it. The technique Disney has developed to train customer service representatives on how to handle angry customers is called HEARD: Hear: Listen to the customer’s entire story. Our goal is to equip people with the skills they need to do their work better. Half-Day Training Course, Full-Day Training Course, Format: Guest Services Inc. Thomas was exactly who we needed to address our etiquette training needs. Positive Guest experience has never been more important than it is cheaper and to. 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