Quality Customer Relations (QCR) workshop

We live in an age of instant gratification, where most service is expected to be rendered within 24 hours, if not immediately. Customers are more demanding, and expectations are rising. As a result, quality customer relations delivered by front line agents has never been more critical to business success. This highly interactive 1-day workshop will provide your experienced customer service agents with the skills and knowledge necessary to:

• Demonstrate increased customer care telephone techniques
• Work with difficult, angry and frustrated customers
• Apply active, empathetic listening with questioning techniques for complete understanding of customer needs
• Manage the conversation with an assertive action-oriented approach
• Effectively address and satisfy customer objections
• Overcome and satisfy persistent customers
• Improve personal effectiveness through stress management

Workshop Content:

Key workshop topics included:

• Advanced customer service NLP techniques
• Recognise emotion of caller’s message
• Assertive customer responses
• Defusing angry customers
• Handling clients who are abusive
• Controlling stress
• Advanced listening skills
• Managing client conversations that go off topic
• Assertiveness techniques
• Customer lifetime value