Raeven Fowler | Webinar

Exceptional Skills in

Customer Service

with Raeven Fowler

#1 Gain Attention

Begin

Let's

Think of the calls and interactions you have with your customers. Can you recall any words or phrases that you say frequently?

In the word cloud, share some of your favorite customer service phrases. Hover over the responses to see how many of your peers also submitted the same response.

#2: Inform Learners of Objectives

Objectives

Module

#2: Inform Learners of Objectives

Objectives

Module

Define the 5 components of exceptional customer service with 80% accuracy.

Model the five components of exceptional customer service with 80% accuracy.

Identify verbiage that diminish the customer experience in 4 out of 5 scenarios.

Survey

CSAT

#2: Inform Learners of Objectives

Objectives

Module

CSAT Surveys are emailed to the customer with 2 hours of speaking with an agent representative. Below is what the CSAT Survey looks like from the customer's perspective.

Click the survey below and hover over each question to learn how it relates to one of the 5 keys of Exceptional Customer Service: Courtesy, Personability, Efficiency, Confidence, and Empathy.

Model the five components of exceptional customer service with 80% accuracy.

#4: Present Stimulus

Customer Service

The 5 Keys to Exceptional

#5: Provide Learner Guidance

Phrases

Example

#2: Inform Learners of Objectives

Objectives

Module

Model the five components of exceptional customer service with 80% accuracy.

#6: Elicit Performance

#7 Provide Feedback

#2: Inform Learners of Objectives

Practice

Let's

Objectives

Module

In this activity, we will practice responding to customer's statements. First, navigate to Jamboard. After reading the customer's statement, post your response to them using a sticky note.

Model the five components of exceptional customer service with 80% accuracy.

Access Jamboard Activity