Providing Outstanding Customer Service & Teamwork
Course End Date:
• The Customer Service course is a combination of three courses in one course “Customer
Service, Communication Skills,
Team Building”. It comprises a mixture of relevant
techniques including how to separate emotions from tasks as well as how
to use the
development of relationships with customers
to apply the “Up-Selling” and “Cross-Selling”
techniques to maximize
the sales volume.
• To provide a high level of interpersonal skills so as to achieve notable customer service
expertise through skills, knowledge
By the end of this program, participants will be able to:
• List the key requirements that today's customer expects.
• Use the “Up-Selling” and “Cross-Selling” techniques in order to maximize the sales volume of the organization.
• Separate the task from one's emotions so as to deliver superior service and overcome stress.
• Demonstrate positive body language when working with the customer.
• Use and demonstrate four processes that will differentiate between average and outstanding
performance - pacing, matching, leading and use of customer CRITERIA to help to solve
• Apply the above process in a face-to-face situation, both by phone and in writing.
• Categorize customers using advanced listening skills into two types and four categories.
• Use the FOG index process to check the readability of materials in English.
• Identify their team type using the Honey and Munford team Questionnaire.
• Describe how teams develop and the use of the four stages of team Development.
• List the benefits of team working for the customer and for the organization.
• On completion, each participant will have their own standard of completion mark from the course
for future development.
Who Should Attend:
This course is intended for:
• Customer Service Team
• Sales Team
• Everyone in the company who has any contact, direct or indirect with internal and e
• It is intended to all the above in order to enhance and foster the communication between
them and the
to avoid the lack of communication between them.
• Training Material Explanation.
• Role Plays.
o Scenarios are set up to evaluate employees while working under stress and
let them learn from
o There are many scenarios that cover a wide range of problems that face customers
and all the
scenarios are customized
according to every company activity.
o At the end of the course, a flash memory is provided to the participants including
videos of the attendees
showing their attitude under stress.
o Pre course paper - Understanding of present skills and knowledge.
o The changing role of our company- Sole Provider to Commercial Player.
o How things will change - The New Role - Practical Exercise.
o Customer Needs.
• Customer Needs.
o Customers in action - What do they expect – Exercise and Video. - Steve
Leonard's dairy and
o The changing expectation of today's' customers - Exercise and Video. -
Tom Peter's Customer
o The Formula of Customer Expectation – FACE to FACE Exercise.
• Skills to Provide Excellence in Customer Service.
o The company approach - excellence and consistency.
o Understanding two principles of success.
o Separation of the task from emotions.
o Positioning the relationship before the task (the customer as a friend).
o Difference in Communication: Face to Face - By Phone - By Letter / E-mail.
o Practical Exercises and Case Studies.
• Face To Face With The Customer.
o The aspects of how we communicate.
o Understanding and using positive body language. Video (Alan Pease) -Practical Exercises and
• Telephone Skills.
o The "Need for a Process" - common standards - high quality.
o The three components for building a relationship in any conversation: Pacing,
o Matching, and Leading.
o Practical Exercises on: Pacing (written and verbal), matching (written and verbal).
Leading (written and verbal).
o Understanding "What" is important to the Customer.
o Use of "criteria" to establish priority - in the customer mind - Demonstration -
o Practical Exercise.
o Ending the Conversation: Correct Endings – Practice - Next steps.
o Resolving challenging customers:
o Use of Pacing.
o Words to avoid.
o Types of Customers - two critical patterns to understand.
o Internal / External – Practice.
o Options / Procedures – Practice.
• Written Communication.
o What's different? - Exercise.
o Using Pacing, Matching and Leading.
o Using "customer types" to craft the reply.
o FOG index to measure the 'readability'.
• Skills - How The Nature of Work is Changing - The Value of Teams in Organizations.
o Different types of players in any team.
o Questionnaire "Honey & Munford ".
o Building on our strengths – Discussion.
o Components of a successful team.
o The four stages of teamwork in team development.
o The relationship between the team and the leader Video - 'Leading to the Top'.
o Teamwork in action - Practical Exercises and Feedback.
o Teamwork and benefit to the customer - Practical Exercises.
o Action plans for implementation.
o Review Questionnaire and grading for the training.
o Explanation of the next steps - coaching and performance.