Self Storage Customer Service Training
Happy customers are the best advertising money can’t buy
Do you have happy customers? From industry research, 80% of new customers were referred by a friend or family who has used self storage before. Join us at this training session to brush up your customer service skills, and improve conversion rate and drive sales growth.
This training will conduct in English.
By the end of this workshop, participants will:
● Understand today’s meaning of excellent customer service and how to achieve it.
● Realise the importance of having a positive attitude to executing that “extra” step.
● Learn to avoid the deadly sins of customer service.
● Deliver their messages with confidence and presence.
● Improve their ability to question and listen well.
● Know how to handle the telephone in professional manner.
● Identify individual’s personal styles and to highlight potential communication barriers.
● Examine the impact of these differences in a working situation and to suggest how they can be overcome and how best to communicate with other people of different styles.
● Be confident and capable on how to utilise their own strengths and remove weaknesses through role-play analysis.
Day 1 Session Breakdown
Session One: Excellent Customer Service
● What is excellent customer service?
● What do customers want?
● Effective ways of dealing with the customer
● The deadly sins of customer service
● Positioning vs Differentiating
Focus: Refresh customer service knowledge
Session Two: Effective Communication
● Ways of how we communicate effectively
● Underlying principles of spoken communication
● Learn the 5 important things in verbal delivery of messages
Focus: Create the perfect first impression through communication
Session Three: Excellent Telephone Skills
● List common frustrations from customers
● Provide do’s and don’ts when providing customer service on the telephone
● Forbidden phrases and alternatives
● Short exercise for practice (breakout groups)
Focus: Understand professional telephone techniques to reflect a reputable image for your organisation
Day 2 Session Breakdown
Session Four: Communicating With All Styles
Examination of the importance of interpersonal and behavioral style on communication using the Interpersonal Style assessment tool (ISDN). The results of the tool will help to enhance:
• Awareness of own style.
• Appreciation of personal needs of the others.
• How to communicate more effectively with people of different styles.
• Flexibility.
Focus: Learn the techniques to communicate more effectively with people/customers of different styles. And how to reach a win-win.
Session Five: Handling Questions & Objections
• Explanation of the techniques on responding to all types of questions and comments in a confident and credible manner.
• How to get back on track when communication has broken down, or is in danger of doing so.
Focus: How to address the concerns and issues raised by the customers in a convincing way.
Training Details
Day 1
Date: 31 Aug 2021 (Tue)
Time: 15:00 - 17:30 (HK time, GMT+8)
Day 2
Date: 1 Sept 2021 (Wed)
Time: 15:00 - 17:00 (HK time, GMT+8)
Venue: ZOOM Conference
Language: English
Remarks:
1. Training details are subject to change and SSAA reserves the right to amend as required right up to and during the event.
2. For any queries, contact Heily Lai (heilylai@selfstorageasia.org).
Don’t forget to SIGN IN to get your tickets at MEMBERS RATE!
Tony Ngo
Partner
Connect Communication Ltd
Tony is a leading consultant in the field of communications. As Partner of Connect Communication he trains in English, Cantonese and Putonghua. Tony specializes in presentation skills, influencing, negotiation, consultative selling, dealing with difficult people, media training and delivering excellent customer service. He also helps clients on preparations/presentations for IPO Listings/Roadshows, key note addresses at marketing events, annual shareholder conferences, individual senior executive coaching and virtual training.
Educated in England, Tony returned to Asia in 1981. With 40 years of working experience, at various senior positions in the large fast-moving consumer goods segment in Greater China and throughout S.E. Asia, he has a broad range of business exposure in management, marketing, sales, business development, new brand launches and promotion etc. Tony’s lively, energetic and enthusiastic personality makes him a natural-born trainer who facilitates effectively and has a strong passion to share his learning experiences with others.