Communication for Better Customer Service

Communication for Better Customer Service
This program is designed to improve your team’s communication and customer handling skills.This training will also give your people the skill to communicate in a better manner with the customers, and to create even better customer relationships.
Contents of Training:

Day I

Ice breaker: The Harmony Game

1. Developing Emotional Intelligence
• What is emotional intelligence?
• Why is emotional intelligence (EQ) so important?
• IQ vs. EQ vs. PQ vs. SQ
• Characteristics and attributes of Emotional Intelligence
• Developing emotional intelligence through few key skills
• The secret of persuasion (Top 7 tricks to persuade people to do things your way)
• Handling difficult customers, clients, colleagues etc. through EQ techniques.
• Game/Activity:
o The EQ role play

2. The Power of Your Body Language while Facing Customers
• The purpose and objective of your meeting
• Five tricks: Sync, pacing, tone and understanding your team’s mental perception, the eye contact
• Verbal Vs. Non-verbal – being careful
• Video – The Master Body Language
• Games /Activity:
o Role Play: Identifying the body language

3. Dealing with Difficult Customers
• Why are some people difficult in our lives?
• How do we deal with difficult people in our lives?
• Game/Activity:
o The Case Study of a difficult person!
• 3 Magic Sentences that you can use to resolve conflict situations
• 1 Magic Sentence to get you out of any difficult situation
• Video – The Angry Customer!

4. Customer getting the Right Message
• Communicate the message
• Paraphrase
• Listen again
• Clarify the mistakes/misunderstandings
• Game/Activity:
o Role play of Service Provider and Customer

Day II

Ice breaker: Walk, Stop and Dance

1. Communication – Basics to Advance
• What is communication?
• Communication types
• Communication process
• The four ways of communication for effective teams
• Components of communication –verbal, non-verbal and vocal communication
• The importance of body language
• Video – The Blind Man (Change your communication change the world)
• Game/Activity:
o Communication vs. Body Language

2. Listening Skills –importance and impact
• How to improve active listening skills
• The three barriers to active listening
• The four practices that will improve your listening skills
• Listening skill in dealing with difficult people
• Game/Activity:
o The Chinese Whispers Game
• Video – You are more beautiful than you think you are
• Video – The Mother and the Daughter 3. Openness and Trust
• How openness really builds trust (The Four Chair Game)
• The Chicken and Egg Story (Whirlpool Diagram)
• The Three Stooges Game

4. Importance of Feedback
• Do we really give proper feedback?
• Game/Activity:
o The Feedback Game (Draw with or without feedback)
• The Johari Window
• The Experience Cube and giving “I- Message”
• Game/Activity:
o The Experience Cube role play simulation
• Advices – Giving and receiving feedback
• Importance of feedback real life examples – The story of M.S. Dhoni
• Video – You are more beautiful than you think you are
• Video – The Mother and the Daughter

5. The Great Motivational Ending
You can do it if you want to
o The Optimist vs. The Pessimist
o The Three Picture Game
o The Perspective Hand Game
Human beings have tremendous potential, and can achieve anything. All you need to do is ask for it.
Video – Nick Vujici