Frontline payroll services handle all the complaints and frustration of employees when things go wrong. Often payroll staff seems to be caught in the middle, trying to resolve issues they didn’t cause. However, top-notch customer service techniques will benefit the smooth responses required and stop escalating emotions and causing explosive situations.
The practical workshop will allow time for participants to reflect and implement the skills and tools they have learnt during the sessions. A follow up can also be built-in with the trainer to follow up and explore the challenges to help build learning momentum.
Who will this course benefit?
This course is suitable for payroll frontline staff of multiple experience levels.
By the end of the course attendees will be able to:
- Understand why pay errors are a source of high stress for employees – walking in their shoes
- Have practised simple techniques for leading calls and queries in a calm manner
- Develop a positive mindset that drives better outcomes
- Use different language patterns to swiftly adapt to different critical situations
- Ensure they communicate 4 key messages to enquirers to deliver a high-quality service
- The psychology of the ‘why’ in communicating solutions
- How to build empathy quickly
- Context – the nature of pay and what drives emotional responses (Maslow’s hierarchy of needs positioning)
- Culture – how simple tactics can easily a) calm query and problem emotions quickly b) through complaints drive a positive employee experience
- Values – how a positive and pro-active mindset drives better conflict resolution
- How tracking queries and issues show patterns that can lead to improved error prevention and better levels of service
- Collectively build a tracking tool to measure the number of complaints received, Time invested in resolving complaints, Resolved complaints and unresolved complaints for the team to use moving forward
- Using the emotional response scale, swiftly gauge language styles and stress levels in enquirers
- Learn 4 typical response patterns that can put enquirers at ease
- Why communication and communicating timescales are critical success factors in escalation prevention (plus 3 other key pieces of information)
- How to build empathy quickly avoiding common mistakes including the ‘blame game’
- Why the ‘why’ matters in human psychology
- How guiding enquirers through a visual map (using visual metaphors) of what is taking place, step by step is key to the enquirer remembering what is going to happen next and WHY and feeling reassured
- Using a ‘how can we make it worse’ case study scenario, create 10 top ideas for improving the quality of the payroll service to employees