MODULE 1: CREATING THE CUSTOMER EXPERIENCE (3 HOURS)
• Presenting a Positive First Impression – The first 7 seconds of
encounter
• Building Rapport with Customers – NLP techniques to establish
better connection
• Understanding their Needs – What customers want from you?
• Closing Interactions Positively – Leaving customers feeling good
• G-LAB: 1 HOUR
o Identifying HDPM clients’ needs + Role Play
Exercise (1 HOUR)
MODULE 2: COMMUNICATING WITH CUSTOMERS OVER THE PHONE (3 HOURS)
• 21st Century Phone Skills when Dealing with Customers –
Identify the essential skills
• Understanding the Purpose of their Call – Learning to ask the
right questions
• Helping Customers Make Decisions – Providing expert
recommendation
• G-LAB: 1 HOUR
o Intensive phone skills practice in groups
MODULE 3: HANDLING COMPLAINTS FROM CUSTOMERS OVER THE PHONE (2 HOURS)
• Customers’ Needs –When their needs are not addressed
• When Customers Start Complaining – Acknowledge without
encouraging
• Understanding their Complaints – Asking Probing Questions
• When Customers Won’t Stop Complaining – How to get them to
listen to you?
• When Customers Swears or Yells on the Phone – How to get
them to calm down
• G-LAB: 2 HOURS
o Role-play (Participants will get into breakout
rooms where some will pretend to be a
complaining customer, and others will pretend to
be a staff handling the complains with a series of
probing question to help understand the
customers’ complaint)
MODULE 4: ADOPTING A PROBLEMSOLVING APPROACH (IN-PERSON AND OVER
THE PHONE) (2 HOURS)
• Turning Active Listening into Problem Solving – Steps to making
customers feel heard
• Empathy Statements – Get them to calm down
• Find Agreement Points – Get them on your side
• Putting A Disgruntled Customer at Ease – Allowing venting and
learning to apologize
• The 80-20 Rule – 20% on problems and 80% on solution
• G-LAB: 2 HOURS
o Role-play (Participants will start using empathy
statements and find agreement points so that
they can get customers on their side before they
employ the 80-20 rule to solve their problems)
MODULE 5: BUILDING PROFESSIONALISM THROUGH WRITING (3 HOURS)
• Using Passive vs. Active Voice – Examples and live practices
• Managing Your Tone – Eliminate the trigger words
• Commonly Confused Words – Advice or advise? (And more!)
• G-LAB: 1 HOURS
o Classroom practice where participants will
construct proper sentences using the active voice
and learning to transform the tone in writing
MODULE 6: WRITTEN COMMUNICATION TYPES (3 HOURS)
• Delivering Good News – Keeping the enthusiasm high
• Delivering Bad News – Reducing the impact of bad news
• Responding to Complaints – Empathy and giving assurance
• G-LAB: 1 HOURS
o Individual writing practice with feedback from the
facilitator (1 HOUR)
o Written assessment (1 HOUR)
MODULE 7: MASTERING THE BASICS OF A PRESENTATION – MAINLY BOARDROOM
PRESENTATIONS (2 HOURS)
• Effective Presentation Structure – Steps in planning and
structuring a presentation
• Understanding Audiences’ Thinking Preference – Analyzer,
Organizer, Explorer and Sensor
• Speech Projection – Speaking professionally
• Body Language and Delivery Techniques – Move and deliver
professionally
• G-LAB: 2 HOURS
o Group presentation practice with feedback from the
facilitator (1 hour)
