Each and every one of us serves customers, whether we realize it or not. Maybe you"re on the front lines of a company, serving the people who buy your products. Perhaps you"re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you"re a company owner, serving your staff and your customers.
The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Customer Service Course Outline:
Module One: Getting Started
The Parking Lot
Module Two: Who We Are and What We Do
Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
The Power of a Smile
Module Four: Identifying and Addressing Their Needs
Understanding the Customer"s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Module Five: Generating Return Business
Turning Difficult Customers Around
Module Six: In-Person Customer Service
Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Tips and Tricks
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Tips and Tricks
Examples: Chat or e-mail
Module Nine: Recovering Difficult Customers
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Module Eleven: Ten Things You Can Do To WOW Every Time
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