Advanced Customer Service Training Workshop
How to Control your Elephant
Try signing your name with your pen in your other hand. It feels strange; you have to stop and think before putting pen to paper.
Learning the importance of “stop and think” is just the start of our safari into the customer service jungle.
On this workshop, you’ll learn why you have an elephant roaming around in your head and how without it, your life would cease to exist.
“‘How to control your Elephant’ gives you the vital knowledge you need when it comes to dealing with difficult or awkward customers…”Hannah Watt
Head of Customer Services
But, your elephant has a dark side. It can become very reactive, because its job is to help you to survive whatever the situation. And despite its bulk, it is lightning fast when provoked!
In the blink of an eye, it can cause a reaction from you that is visible to a customer.
Can you control such a formidable beast?
The answer is YES! And it’s quite easy to learn the techniques.
Once you’ve learnt these techniques a world of choice will open up before you. You’ll discover that whilst you cannot choose what a customer says to you, you CAN have complete choice over how to respond to your customer. This feeling is both enabling, and liberating.
Suddenly, you will find yourself listening to your customer, empathising with your customer, and able to answer the kind of questions in a way that you never thought possible.
You’ll even be able to cope with that most challenging of situations… how to say “NO” to a customer whilst still showing care and empathy.
You’ll be excited by your new-found control but we will bring you back down to earth by emphasising the need to feel empowered in front of your customers.
Lack of empowerment creates fear and fear is an emotion that your elephant finds very attractive. A small dose of it is all it takes to get him to charge
And just when you think you’ve learned it. We will introduce you to the can-can, one of the finest customer service techniques ever invented.
Don’t worry… You won’t have to dance!
– KEY FEATURES –
– Expedition Agenda –
The course covers:
What goes on inside your head
(and your customer’s)
How to control yourself
Banish fear forever
The uncanny Can-Can
The “Pen in other hand” technique
Keeping your elephant in its cage
The power of empathy
– Expedition Details –
How long, how many and who:
Full day’s expedition
Maximum of 12 delegates per safari
Experienced and beginner elephant trainers are welcome
Free follow-up system
Free managers guide
Free email advice system
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Accredited CPD Course
Our training courses have now been accredited by the CPD Standards Office. Any delegates attending our How to Control Your Elephant, training course can be issued with a CPD Certificate of Attendance which they can use within their formal CPD record for a professional body, institute or employer.