Customer Service Professional - Manitoba Customer Contact Association

Customer Service Professional
Training Delivery

Part 1 - The Standards

  • Body Language for customer service (including tips to improve body language)
  • Interactions
    • Beginning - Creating Rapport & Acknowledgement
    • Middle - Fact Finding
    • End - Closing

Part 2 – Rules of Engagement and Control Strategies

  • Rules of Engagement
  • Strategies to Maintain Control

Part 3 – Handling Difficult Customers

  • Tactics to handle difficult customers/situations
    • Psychology of Anger
    • Encouraging calm - Empathy vs Sympathy
    • Never meet force with force
    • Solve the Problem
    • Decisive movements
    • Guide the customer
    • Don’t seek to win

Overall the areas of focus:

  • Self-Audit
  • Creating a connection/rapport
  • Creating excellent first and lasting impressions
  • Effective use of words, tone and voice
  • Listening, understanding, acknowledging and taking ownership of the interaction
  • How to ask questions
  • Documentation
  • Communication styles
  • Managing the interaction to resolution
  • Understanding and meeting diverse/difficult customer needs
  • Solve the problem
  • Guiding the customer
  • Effectively addressing different emotional states
  • Negotiation skills
  • There will be breakout/exercise sessions that occur

Contact MCCA to learn more! Email carmen@mcca.mb.ca or call 204-975-6467

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