Osprey Insights Osprey Events Osprey Opinion Osprey Blog
Osprey
Focus on the Customer
Level: Foundation | 2-Day, Custom Workshop 

Audience

This custom, foundation-level workshop is designed for both seasoned and new-hire employees in the customer services and sales environment. Learner skills are developed in a building-block fashion using hands-on exercises and real-life situations. 

We also encourage the participation of supervisory staff and team leaders in the foundation-building workshop.   

Optimal class size: 12-15 learners

High-Level Course Description

This foundation-level workshop gives learners a clear understanding about how to satisfy customers’ unique needs and expectations and generate sales. This course builds a range of relational skills that drive increased customer retention and revenue per user.

Learners become empowered to manage the customer experience, mastering an array of effective customer service, up/cross selling, and issue-resolution skills. 

Workshop Themes

  • Understanding customers’ unique communication styles 
  • Discerning and satisfying customers’ needs and expectations 
  • Communicating empathically 
  • Documenting issues quickly and accurately 
  • Engaging the caller from start-to-finish 
  • Leaving a lasting, favorable impression 
  • Managing all interactions effectively and efficiently
Instructional Mix

Multi-media, workbooks, hands-on exercises, facilitated discussion and situational practice. 

Learning Flow by Module

DAY 1 - SESSION 1 
//  Introductions and Workshop Goals
1) Overview - “Customer Experience”
2) Mission & Service Strategy
3) Understanding Customers’ Needs, Wants, and Expectations
4) Recognizing Differences among Individuals 

► “Quadrant Styles” Interactive Exercise

<BREAK>

DAY 1 - SESSION 2
5) Effective Communication Techniques
6) Building Trust in Stages
7) Assertive Inquiry and Empathic Validation 

► Communications Techniques Interactive Exercise
...

DAY 2 – SESSION 3
8) Effective Resolution at the First Point of Contact 
9) Sales-1 - Listening for Up/Cross-sales Cues
10) Sales-2 - Closing the Sale
11) Listening For and Capturing Vital Feedback
12) Effective Contact Management Techniques 

► Contact Management Exercise

<BREAK>

DAY 2 - SESSION 4
13) By the Numbers – Measuring Service Performance
14) Converting Service Gaps into Stronger Relationships
15) Delivering a Premium Customer Experience
16) Workshop Recap and "Q & A"

» Course content is tailored to cover each of the foundation-level
themes and also include any other themes as relevant to your unique business setting and challenges. 

Modules are delivered in sequence and reinforced with exercises in order to develop skills in a "building-block" fashion.

Interactive exercises are drawn from your company's real-life business scenarios and situational "sticking points". 


» Contact us for more information about how this workshop can help your organization reach its customer sales and service goals.