Customer Service Skills

Workplace Essentials


Description

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
Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives

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
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive

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
Following Up
Addressing Complaints
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
Telephone Etiquette
Tips and Tricks

Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers
De-Escalating Anger
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
Ten Tips

Content
  • 0. Customer Service Intro
  • 1. Getting Started _updated_
  • Customer Service Skills - Communication Tips
  • 2. Who We Are and What We Do
  • Case Study 1
  • Quiz - module 2
  • Funny Customer Support Agent
  • 3. Establishing Your Attitude
  • Case Study 2
  • Quiz - module 3
  • 4. Identifying and addressing customer needs
  • Case Study 3
  • Quiz - module 4
  • 5. Generating Return Business
  • Case Study 4
  • Quiz - module 5
  • 6. In-Person Customer Service
  • Case Study 5
  • Quiz - module 6
  • 7. Giving Customer Service Over The Phone
  • Case Study 6
  • Quiz - module 7
  • 8. Providing Electronic Customer Service
  • Case Study 7
  • Quiz - module 8
  • 9. Recovering Difficult Customers
  • Case Study 8
  • Quiz - module 9
  • 10. Understanding When to Escalate
  • Case Study 9
  • Quiz - module 10
  • 11. Ten Things You Can Do to WOW Customers
  • Case Study 10
  • Quiz - module 11
  • Ten Tips
  • Closing
  • Recommended Reading List
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever