Face-to-Face Customer Service Training in the Philippines

HAPPY CUSTOMERS, HAPPY EMPLOYEES: A FACE-TO-FACE CUSTOMER SERVICE TRAINING IN THE PHILIPPINES

Corporate EnterTrainment on Face-to-Face Customer Service

MODULE I: UNDERSTANDING THE CUSTOMER’S RAGE

  • Interactive Discussion of the Root Causes behind Customers’ Rage (The Psychology behind Angry People)
    • Rage Triggered by the Customer Himself
      • Bad mood
      • Irritation from waiting on the phone
      • Bad product experience
      • Bad customer service experience
    • Rage Triggered by the Representative
      • Something said
      • Something done
      • Incompetence
      • Indifference/Apathy

MODULE II: ACTIVE LISTENING IS ALREADY THE SOLUTION

  • Active Listening and its Role in Dealing with Irate Customers and Pacifying Them
    • Barriers to Effective Listening
      • Internal Barriers
        • Work-related stress or performance-induced pressure
        • Demotivation caused by management issues
        • Family problems
      • External Factors
        • Workplace Noise
        • Customer Shouting
        • Customer’s Background Noise
      • Levels of Listening
        • Pretending
        • Ignoring
        • Selective
        • Attentive
        • Active
      • Components of Effective Listening
        • How to listen actively in the midst of the customer’s aggression or rage

MODULE III: BASIC ANGER MANAGEMENT

  • Anger Management for Representatives
    • Controlling Pent-up Emotions

MODULE IV: PACIFYING AN IRATE CUSTOMER 101

  • Pacifying an Irate Customer
    • Diffusing the Bomb (Calming the Customer)
  • Fending off Customer’s Aggression and Abuse
    • Parrying emotional or psychological impacts
  • Use of Empathy and Sympathy

MODULE V: PROVIDER-CUSTOMER COLLABORATION

  • The Power of Setting Expectations
  • Working out a collaborative solution
    • How to arrive at a compromise or meeting half-way (Win-win agreement)

MODULE VI: ASSERTIVENESS

  • Assertiveness Training
    • What You Say
      • Positive Scripting (Avoiding Trigger Words and Using Powerful Collaborative Words)
    • How You Say It
      • Intonation
      • Voice Quality
      • Confidence

NOTE: The training program will be supported and enhanced by icebreakers and games like:

  1. The Rules Have Changed the Game (Being Flexible to Customers’ Needs and Behaviors)
  2. Name that Tune! (On Adapting to Customers’ Moods)
  3. The Grab (On Dealing with Different Types of Difficult Customers)
Phone: (02) 919-2734
Mobile: 0936 988 6199 (Globe) | 0933 232 6149 (Sun)
Unit A2 Blk 8 Lot 8 Buenmar Ave. Phase IV
Greenland Executive Village, Brgy San Juan, Cainta, Rizal