Corporate Training
Blue Ocean offers a wide array of bespoke corporate training solutions for organizations to enable their employees to become specialists in their industry. We offer over 600+ corporate training programs catering to a wide range of industries across government, semi-government and private organizations. The courses are designed to deliver strategic insights and learning for building high potential teams that can drive actionable strategies for their organizations. Our corporate programs are flexible and can be tailored to suit customers’ specific needs, helping teams unleash their maximum potential for organizational benefits.
Advanced Customer Service Skills
Course Objectives
- Adapt an attitude of patience and resilience when interacting with the customer
- Generate respect and genuine interest for the customer
- Develop the right attitude to increase loyalty with the customer
- Create a win-win approach with the customer
- Communicate in a persuasive manner
- Proactively deal with customer matters
- Learn the ability to handle difficult customers
- Respond to customer complaints effectively
- Have attentiveness to minor details and exceed expectations
- Communicate positively and leave them with a smile
- Create faith and trust in the customer
- Understand the body language of the customer
- Make it easy to cross-sell and up-sell
Course Outline
MODULE 1: Building the right attitude
- Create an attitude of willingness to help
- Know that the customer is king
- Build the foundation of customer service
- Do not take it personally
- The attitude of sincerity to help goes a long way
MODULE 2: Build patience and resilience
- Fundamental aspects of patience and resilience
- Manage the anger of the customer
- Empathize and be in their shoes
- Be on the same side
MODULE 3: Create a partnership
- Be attentive to their needs
- Alleviate the customer requirements and deal with their frustration
- Be mindful of their requirement
- Give alternatives
- Be Professional in approach
MODULE 4: Thorough Knowledge and Facts
- Have thorough knowledge of the product and service
- Offer help if you don’t have the information
- Facts supports and overpowers doubt
MODULE 5: Communicate Positively – Excel at Customer Service
- Use the 30 Sec rule
- Persuade the customer by focusing on their needs
- Create happy customers by using positive language
MODULE 6: Read the customer language
- Understand the information by customers body language
- Listen for the cues
- Act out immediately to deal with the situation
- Showcase charisma and a cheerful personality
MODULE 7: Proactiveness is appreciated
- Manage your time
- Set goals and work towards them
- Have a goal focused approach
- Proactively attend to the requirements of the customer
- Pre-empt the surprises and plan for them
MODULE 8: Know your and customer’s personality style
- Understand that each one has a different personality and behaviour
- Understand your own personality style
- Know the personality styles of people around you and see how you can adapt
- Work towards the interaction in a logical and pragmatic way
- Recognize the different personalities and find out how to mould your behaviour to get the best out of the interaction
MODULE 9: Resolve Complaints and Escalations
- Use the learnings to resolve the complaints
- Reduce the complaints and category of complaints
- Handle escalations
- Closing the interaction with the customer and send them happily
MODULE 10: Know you are the brand
- Showcase yourself as the brand
- Talk to the customer basis their needs
- Focus on cross-sell and upsell
Course Objectives
- Adapt an attitude of patience and resilience when interacting with the customer
- Generate respect and genuine interest for the customer
- Develop the right attitude to increase loyalty with the customer
- Create a win-win approach with the customer
- Communicate in a persuasive manner
- Proactively deal with customer matters
- Learn the ability to handle difficult customers
- Respond to customer complaints effectively
- Have attentiveness to minor details and exceed expectations
- Communicate positively and leave them with a smile
- Create faith and trust in the customer
- Understand the body language of the customer
- Make it easy to cross-sell and up-sell
Course Outline
MODULE 1: Building the right attitude
- Create an attitude of willingness to help
- Know that the customer is king
- Build the foundation of customer service
- Do not take it personally
- The attitude of sincerity to help goes a long way
MODULE 2: Build patience and resilience
- Fundamental aspects of patience and resilience
- Manage the anger of the customer
- Empathize and be in their shoes
- Be on the same side
MODULE 3: Create a partnership
- Be attentive to their needs
- Alleviate the customer requirements and deal with their frustration
- Be mindful of their requirement
- Give alternatives
- Be Professional in approach
MODULE 4: Thorough Knowledge and Facts
- Have thorough knowledge of the product and service
- Offer help if you don’t have the information
- Facts supports and overpowers doubt
MODULE 5: Communicate Positively – Excel at Customer Service
- Use the 30 Sec rule
- Persuade the customer by focusing on their needs
- Create happy customers by using positive language
MODULE 6: Read the customer language
- Understand the information by customers body language
- Listen for the cues
- Act out immediately to deal with the situation
- Showcase charisma and a cheerful personality
MODULE 7: Proactiveness is appreciated
- Manage your time
- Set goals and work towards them
- Have a goal focused approach
- Proactively attend to the requirements of the customer
- Pre-empt the surprises and plan for them
MODULE 8: Know your and customer’s personality style
- Understand that each one has a different personality and behaviour
- Understand your own personality style
- Know the personality styles of people around you and see how you can adapt
- Work towards the interaction in a logical and pragmatic way
- Recognize the different personalities and find out how to mould your behaviour to get the best out of the interaction
MODULE 9: Resolve Complaints and Escalations
- Use the learnings to resolve the complaints
- Reduce the complaints and category of complaints
- Handle escalations
- Closing the interaction with the customer and send them happily
MODULE 10: Know you are the brand
- Showcase yourself as the brand
- Talk to the customer basis their needs
- Focus on cross-sell and upsell