Information Technology
Providing Outstanding Customer Service
This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.
2 Days
16 Hrs
6 Lessons
Course Objectives
After completing this course, students will be able to:
- Define customer service in relation to both internal and external customers
- Recognize how your attitude affects customer service
- Identify your customers’ needs
- Generate repeat business with outstanding customer service
- Build goodwill through in
- person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal effectively with difficult situations
Agenda
- Recognizing Your Customers
- Understanding Your Role in Customer Service
- Leveraging Your First Impression
- Feeling Positively About Customers
- Mastering Moods and Emotions
- Understanding the Customer’s Situation
- Avoiding Assumption and Prejudgment
- Meeting Basic Needs
- Seeking to Exceeding Expectations
- Building Repeat Relationships
- Achieving Authenticity through Body Language
- Responding Effectively to Problems
- Mastering Online Etiquette
- Seeking Customer Feedback
- Effectively Addressing Complaints
- De-escalating Anger
- Establishing Common Ground
- Remaining Calm, Respectful and Objective
- Creating a Memorable Customer Experience
FREE
Interested in course?
Course Type: Instructor Led