Customer Service Mastery
Short role plays make the learning experience practical and make it easy for participants to transfer skills to the workplace. The workshop will utilize large and small group discussions and several self-assessments. The following Modules will be covered:
Module 1 – Customer Service – the Big Picture (3 hours)
- Definition of customer service
- Understand your role in customer service
- Determine your current level of customer service with key clients
- 10 steps to great customer service
- Determining what your customers really want
- Having the right attitude
Module 2 – Everything DiSC Sales (6 hours)
- Understanding your own DiSC sales style
- Recognizing and understanding customer buying styles
- Adapting to your customers’ styles for more effective communication
- On-line customer mapping to guide your conversations
Module 3 – Moments of Truth – When it Really Matters (2 hours)
- Customer service self-assessment
- Creating memorable experiences
- The six cardinal rules
- The five forbidden phrases
Module 4 – Customer Loyalty Principles and Standards (3 hours)
- Agree on customer service principles for your company and the standards (behaviors) to support
- Managing customer expectations
Module 5 – Your Conversation Toolkit (4 hours)
- Influencing skills
- Handling difficult customers
- Handling customer complaints and conflict, and turning into opportunities
- Telephone skills and email etiquette
Module 6 – Personal development for effective teamwork and collaboration (3 hours)
- Trust
- Healthy conflict
- Commitment
- Accountability
- Focus on results
- Identify the behaviors that influence positive attitude
- Recognize what customers really want
- Explain the ten steps to exceptional customer service
- Describe principles that lead to customer loyalty
- Identify the business impact of great or terrible customer service
- Identify the moments of truth in customer service transactions
- Recognize barriers to the delivery of outstanding customer service
- Develop a charter of customer service principles and standards
- Understand your own customer service style
- Identify specific customer behavior styles using Customer Mapping online tool
- Identify ways to adapt to your communication style to more effectively communicate with any customer
- Recognize strategies of assertive communication with your customers
- Describe ways to influence win:win outcomes
- Recognize the warning signs of potential conflict
- Identify ways to reduce conflict with customers and turn into opportunities
- Describe the process to effectively handle complaints
- Use techniques to deal with angry or upset customers
- Recognize strategies to manage conflict, stress, and time effectively
- Develop a personal action plan to improve customer-service skills
- Describe the principles of the Five Behaviors of a Cohesive team model
- Develop a personal action plan to improve teamwork and collaboration to create a better customer experience
- Workshop evaluation
- Review of adherence to principles and standards that are developed during the program
Pricing for our 3-day* (21 hour) training programs for up to 10 participants
$2,250.00 per person + applicable taxes. ($1,800.00 instructional fees + $450.00 learning materials** per person).
For example:
| Number of Participants | Cost per person (includes instructional fees & learning materials*) | Total Investment + applicable taxes |
| 1 | $2,250.00 | $2,250.00 |
| 2 | $2,250.00 | $4,500.00 |
| 3 | $2,250.00 | $6,750.00 |
| 4 | $2,250.00 | $9,000.00 |
| 5 | $2,250.00 | $11,250.00 |
| 6 | $2,250.00 | $13,500.00 |
| 7 | $2,250.00 | $15,750.00 |
| 8 | $2,250.00 | $18,000.00 |
| 9 | $2,250.00 | $20,250.00 |
| 10 | $2,250.00 | $22,500.00 |
Pricing for our 3-day* (21 hour) training programs for 10 or more participants
($16,500.00 = 3-day* (21 hour) instructor fees) + ($450.00 learning materials** per person) = total investment + applicable taxes.
| 3-day* (21 hour) Instructor Fees | $16,500.00 |
| Learning materials** per person | $450.00 |
For example:
A 3-day* (21 hour) training programs for 20 participants is ($16,500.00 3-day* (21 hour) instructional fees) + ($450.00** learning materials x 20 participants) = $25,500.00 + applicable taxes.
*Note: Training programs can be scheduled around timeframes that work for you and your people. Please contact us to discuss your scheduling needs TODAY! (403) 542-7056
**Note: Learning materials include assessment(s), classroom learning materials, and reading materials.
MULTIPLE GROUP DISCOUNTS
For organizations registering multiple groups, discounts are available. Please contact us TODAY! (403) 542-7056 for details.
REMINDER – Organizations wanting to use the Canada-Alberta Job Grant AND are registering multiple groups must make a separate Canada-Alberta Job application for each group registered.
OTHER COSTS THAT ARE THE RESPONSIBILITY OF THE CLIENT TO ARRANGE & PAY FOR
Other costs may include training venue, food & beverage service (if desired), training room equipment/resources***, and facilitator travel costs**** where applicable.
***Note: Training room equipment resources required include HDMI compatible projector and speakers or sound system, a projector screen or alternatively an HDMI compatible TV with sound, WiFi, Technical support for the training room equipment/resources, a table or cart for the projector, if required, a table for the presenter, a table for handouts, an extension cord, a power source, flip chart and markers.
****Note: Travel costs may include:
| Mileage – if Instructor’s personal vehicle is used and training is outside of Calgary | $0.75/km |
| Per Diem – including travel days | $75.00 |
| Return airfare from Calgary – if applicable | At cost |
| Calgary airport parking | At cost |
| Transportation to and from accommodations AND training venue | At cost |
| Car Rental and Associated Costs – if applicable | At cost |
| Hotel accommodations | At cost |
SCHEDULING
Many of our training programs can be customized to meet your specific business needs, and we schedule training dates* and times that work for you and your people. Call us TODAY! (403)542-7056 to discuss available dates and associated pricing.
*Note: Training programs can be scheduled on timeframes that work for you and your people. Please contact us to discuss your scheduling needs TODAY! (403) 542-7056