Customer Service Training for Front Line Staffers

The true “front lines” of the business world are occupied by a great percentage of an organization’s workforce – non-management personnel who are usually tasked with dealing with customers on a daily basis. These individuals are responsible for handling most aspects of a customer’s interaction with an organization. Sales, customer service, accounting, collections and even shipping activities all play a vital role in determining whether customer satisfaction will be increased or decreased at a customer site. Given that front line staffers often have the most interaction with customers, it is more important than ever for customer service concepts to be learned and understood for satisfaction to be increased. Our Customer Service Training for Front Line Staffers training program takes into account the roles front line employees play and the types of customer situations they are likely to encounter in the course of providing effective customer service.

The Customer Service Training for Front Line Staffers program teaches proven techniques that empower all-customer facing front-line employees with the ability to create lasting customer satisfaction. A study of what motivates customer needs is initially used to help customer-facing employees learn how to communicate more effectively during every interaction. Other key skills such as the ability to listen, empathize with customer concerns, handle critical discussions, defuse conflict and promote cooperation are also taught. Customer Service Training for Front Line Staffers reinforces these skills by using a series of four videotaped and four audio taped role-plays and exercises to simulate typical business situations. These exercises enable participants to put skills into place in a safe learning environment while focusing on the ability to increase customer satisfaction. Additional time is spent in roundtable discussions, lectures and question and answer sessions. This day-long, highly interactive session also shows how internal cooperation within and among departments can increase the ability of organizations to work collectively towards stronger customer relationships.

Seminar Objectives:

Participants in the customer service skills training seminar will learn to:

Understand their role in an organization’s customer service efforts
Analyze existing customer needs
Understand these needs and how they affect customer behavior
Determine what personal steps will impact customer satisfaction
Strengthen relationships with key customer accounts
Deal with all interactions in a customer service-oriented manner
Build rapport with new and existing customers
Acknowledge customer concerns
Handle the most demanding customers
Effectively handle complaints and customer satisfaction issues
Be proactive rather than reactive
Gain cooperation from unhappy customers
Appreciate their role in ensuring customer satisfaction

To maximize your customer service teams effectiveness we suggest our custom, private customer service seminars offered in house at the location of your choice.

Customer Service Training For Front Line Staffers