|
|
Customer Service Keynotes & Virtual Workshops
It's refreshing to hear such positive feedback about a corporate training program. Our colleagues enjoyed the interaction your CONNECTIONS program fostered and are determined to utilize their new skills to make our firm a more successful workplace. Nina Maggart, Senior Vice President, Marsh USA Inc, Detroit, MI |
Building Powerful CONNECTIONS® for Customers
Providing exceptional customer service is not an easy task. One of the reasons for this is there are often problems during the interaction between the customer and the customer contact person. These problems include poor communication, a lack of empathy, ineffective listening, overusing scripts during the conversation, defensiveness on the part of customer contact people, and cultural and language misunderstanding. CONNECTIONS for Customers® addresses these problems. It is a highly interactive, skills-focused workshop that teaches participants how to successfully communicate with and serve a diverse array of internal and external customers. Specifically, because of this presentation, you will be able to:
Audience: Staff members, customer contact people, customer service managers and senior leaders
Format: 60-75-minute interactive keynote presentation OR virtual workshop; half-day skill-building workshop
Providing exceptional customer service is not an easy task. One of the reasons for this is there are often problems during the interaction between the customer and the customer contact person. These problems include poor communication, a lack of empathy, ineffective listening, overusing scripts during the conversation, defensiveness on the part of customer contact people, and cultural and language misunderstanding. CONNECTIONS for Customers® addresses these problems. It is a highly interactive, skills-focused workshop that teaches participants how to successfully communicate with and serve a diverse array of internal and external customers. Specifically, because of this presentation, you will be able to:
- Use The L.U.C.A.S. Approach® to effectively communicate across cultural differences.
- Use skills such as The S.O.L.E.R. Technique, probing, clarification, active listening and summarization to effectively handle customer service problems and issues.
- Apply the 3 C’s of Customer Service (Care, Competence and Consistency).
- Identify and effectively interact with 4 customer types: Collaborators, Dominators, Accommodators and Avoiders.
- Manage difficult customer interactions more effectively by systematically reducing emotional noise.
Audience: Staff members, customer contact people, customer service managers and senior leaders
Format: 60-75-minute interactive keynote presentation OR virtual workshop; half-day skill-building workshop
Reducing Unconscious Bias in Customer Service
A study titled, Beyond Starbucks: How Racism Shapes Customer Service, emailed 6,000 hotels across the U.S. using 12 fictitious email accounts. They varied the names of the senders to signal different attributes, such as race and gender, to the recipients at the hotels. They were brief emails that simply asked for local restaurant recommendations. The researchers tracked whether hotel employees responded and if so, analyzed the content from those emails. They found two significant outcomes. First, hotel employees were far more likely to respond to inquiries from people with typically White names than to people with Black or Asian names. Second, hotel employees gave higher quality responses to people with White names than those with Black or Asian names. This is a prime example of how unconscious bias can negatively impact the quality of customer service. This session describes 3 customer engagement modes that are prone to bias and offers specific steps we can take to mitigate this bias. Because of this interactive presentation, you'll be able to:
Audience: Staff members, customer contact people, customer service managers and senior leaders
Format: 60-75-minute interactive keynote presentation OR virtual workshop
A study titled, Beyond Starbucks: How Racism Shapes Customer Service, emailed 6,000 hotels across the U.S. using 12 fictitious email accounts. They varied the names of the senders to signal different attributes, such as race and gender, to the recipients at the hotels. They were brief emails that simply asked for local restaurant recommendations. The researchers tracked whether hotel employees responded and if so, analyzed the content from those emails. They found two significant outcomes. First, hotel employees were far more likely to respond to inquiries from people with typically White names than to people with Black or Asian names. Second, hotel employees gave higher quality responses to people with White names than those with Black or Asian names. This is a prime example of how unconscious bias can negatively impact the quality of customer service. This session describes 3 customer engagement modes that are prone to bias and offers specific steps we can take to mitigate this bias. Because of this interactive presentation, you'll be able to:
- Describe 3 types of bias that can negatively impact customer service: affinity bias, confirmation bias and halo/horns effect bias.
- Describe 3 common customer engagement dimensions that are susceptible to bias.
- Identify and implement specific steps we can take to reduce the negative impact of unconscious bias on customer service.
Audience: Staff members, customer contact people, customer service managers and senior leaders
Format: 60-75-minute interactive keynote presentation OR virtual workshop
