Service
With a
Smile
“Building a good customer service experience does not happen by accident, it happens by design”– Clare Muscutt
Have you ever thought about…
How do your clients feel when they have been served by you?
How knowledgeable and experienced your employees are in serving your clients?
How likely your clients are going to keep coming back for more?
Your customer is the most important asset for your company’s success.
From the moment your organization was created, it was built with the customer in mind.
How can you serve your customer to the best of your ability to ensure continuity, sustainability, and the success of your business?
Everything that is built in the organization, every concept, every piece of technology, hardware, every associate employed is directed towards creating massive success for your organization and doing this by giving your clients excellent customer service.
Excellent Customer Service is paramount to the success of your team's growth, your organization's growth, and a contribution to your community.
Excellent customer service and positive customer experiences are something that will not only allow you to gain a new client but to keep a loyal client. Your customer service representatives are the key players in driving loyalty to your organization, and may sometimes be the only contact to your client.
When you invest in customer service training, you allow your customer service team to deliver excellent value, which in turn will help your organization reach its revenue goals. But customer service training isn’t just about your clients, it’s a continuous growth process for all your employees. Your team will build on skills that empower them to understand what your client needs, and help your clients provide solutions, resolve conflicts, and strengthen working relationships between you and your client.
A happy customer will continue to be a buying customer and a returning customer. Our goal in this workshop is to ensure your customer care team has all the tools they need to ensure your clients have excellent customer care and provide your team with the necessary skills as client representatives.
Course Outcomes
UNDERSTAND & DEVELOP CUSTOMER CARE ESSENTIALS
Adopt the skills and techniques that routinely deliver positive customer experiences
USE EFFECTIVE POSITIVE COMMUNICATION
Maximize your value of customer interactions. Use multiple customer service channels such as telephone, email, and social media to get your message across.
DRIVE SALES
&
REVENUES
Excellent customer service experiences results in increased sales and revenues and will drive more customers to your organization.
CREATE A STRONG CUSTOMER CARE TEAM
Create a customer-centric culture and achieve personal, team, and organizational growth.
MANAGE CUSTOMER ISSUES EFFICIENTLY
Recognize how to deal with customer complaints and issues effectively. Deal effectively with difficult customers and turn complaints into opportunities
Who Is This Program For?
Anyone seeking to:
- Improve & Enhance their Customer’s Experience.
- Develop customer service skills & behaviors.
- Increase work efficiency.
- Develop excellent communication skills.
- Lead stronger and impactful customer service teams.
- Enhance their sales force.
- Improve team work & team spirit amongst your customer service team members.
Course modules
Module 1: What is Customer Service?
In this module, we explore and define what customer service means. We explore the roles of each department and employee within the customer value chain, how to maintain excellent customer service for both internal and external clients, and define what your client truly needs.
Module 2: Effective Positive Communication
In this module, you will learn and understand what it means to positively communicate with others. You will learn about different communication tools and how shifting the way you use these tools can enhance your communication skills. You will also learn about effective listening skills.
Module 3: Lybra's 5B Method in Customer Service
The 5B Method is a model created by Lybra Trainers to provide a global customer service overview that at the same time gives participants a quick guideline and model to refer to when managing their customer service skills to both internal and external clients.
Module 4: Telephone Etiquette
Understand and learn what it means to manage and serve your clients effectively over the phone using the right tone, volume, and modulation to get your message across. Use your positive verbal communication skills to connect with your clients, manage client expectations, and provide client solutions.
Module 5: Email Etiquette
In this module, you'll learn the best practices used by businesses in sending, responding, and creating your emails. Learn about email list building, email workflow setup, and how to send effective sales emails to your clients. You'll also learn the do's and don't of writing emails.
Module 6: Effective Sales Techniques
In this module, you'll learn the effective and ethical way to make a sale. Learn the importance of product knowledge when making a sale. Find out how to manage clients with different personalities to build long-term client relationships. Understand what your clients need, and learn to pick up cues on what your client may need support with.
Module 7: E-Commerce & Social Media Etiquette
Learn about customer service best practices, whether you are selling your products or services in person or virtually. Learn about the opt-in value offer, and how to set up your social media platform to maintain friendly and reliable customer service through all your social media channels.
Modules 1 to 3 are required of this program.
Modules 4 to 7 are optional and the program is tailor-made based on the requirements of the client.
Module 1: What is Customer Service?
In this module, we explore and define what customer service means. We explore the roles of each department and employee within the customer value chain, how to maintain excellent customer service for both internal and external clients, and define what your client truly needs.
Module 2: Effective Positive Communication
In this module, you will learn and understand what it means to positively communicate with others. You will learn about different communication tools and how shifting the way you use these tools can enhance your communication skills. You will also learn about effective listening skills.
Module 3: Lybra's 5B Method in Customer Service
The 5B Method is a model created by Lybra Trainers to provide a global customer service overview that at the same time gives participants a quick guideline and model to refer to when managing their customer service skills to both internal and external clients.
Module 4: Telephone Etiquette
Understand and learn what it means to manage and serve your clients effectively over the phone using the right tone, volume, and modulation to get your message across. Use your positive verbal communication skills to connect with your clients, manage client expectations, and provide client solutions.
Module 5: Email Etiquette
In this module, you'll learn the best practices used by businesses in sending, responding, and creating your emails. Learn about email list building, email workflow setup, and how to send effective sales emails to your clients. You'll also learn the do's and don't of writing emails.
Module 6: Effective Sales Techniques
In this module, you'll learn the effective and ethical way to make a sale. Learn the importance of product knowledge when making a sale. Find out how to manage clients with different personalities to build long-term client relationships. Understand what your clients need, and learn to pick up cues on what your client may need support with.
Module 7: E-Commerce & Social Media Etiquette
Learn about customer service best practices, whether you are selling your products or services in person or virtually. Learn about the opt-in value offer, and how to set up your social media platform to maintain friendly and reliable customer service through all your social media channels.
Modules 1 to 3 are required of this program.
Modules 4 to 7 are optional and the program is tailor-made based on the requirements of the client.
Platforms
VIRTUAL
- Number of Sessions: 3 to 6 (depending on modules chosen)
- Hours per session: 3.5 Hours
- Platform: Live Online via ZOOM
- Group Size: Minimum 8, Maximum 16
- Language: English or Dutch
- Includes: Toolkits, Handouts, Additional Materials, and One Follow up Coaching Session.
- Certificate of Completion: Digital
IN PERSON
- Number of Sessions: 2 to 4 (depending on modules chosen)
- Hours per session: 5.5 Hours
- Location: Lybra or Client's Location
- Group Size: Minimum 8, Maximum 16
- Language: English or Dutch
- Includes: Toolkits, Handouts, Additional Materials, and One Follow up Coaching Session.
- Certificate of Completion: Digital & Hardcopy
Trainers
Krieshen Ramkhelawan, M.Sc.
Principal Consultant & Trainer | Digital Transformation Consultant | Lean Six Sigma Black Belt Professional (LLSBBP)® | Certified Drone Pilot
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Happy Clients
– The 5Bs: I used them in practice, but never thought about it before. I especially make sure that I do not forget to thank the customer.
– The tools for effective communication and the factors that allow me to connect with the person across from me.
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