Customer Service

ServiceAbility

ServiceAbility is an experiential, interactive, and fast-paced one-day workshop to make your customer service staff "customer service stars." With an emphasis on customer-focus and adding value, ServiceAbility is a "must" for today's service professionals. Available in modular format for program delivery flexibility, the program can be facilitated by Porter Henry professionals or your internal trainers. Customized role plays make the learning experience practical, and make it easy for participants to transfer skills to the workplace. Topics include:

• What do customers really want? Your critical role in professional customer service
• The language of customer care - do's and don'ts
• Six phrases to NEVER use (and what to substitute for them)
• "10 Commandments of Active Listening"
• Demonstrating professional telephone etiquette
• Optimizing your voice and demeanor
• Greeting the customer
• Identifying the reason for the call
• Asking probing questions
• Handling difficult customers
• Solving problems and offering solutions
• Testing customer satisfaction
• Ending the call
• Optional: turning a customer service call into a sales opportunity
• Self-motivation techniques for customer service professionals

Group discussions, team exercises, brainstorming activities, workbook-based individual application exercises, and role plays make ServiceAbility a highly-interactive and enjoyable learning experience!