Customer Service
This workshop will look at all types of customers & how we can serve them better. Students will be provided a strong skillset including in-person & over the phone techniques, dealing with difficult customers, and generating return business.
Course Objectives
State what customer service means in relation to all your customers, both internal and external Recognize how your attitude affects customer service Identify your customers’ needs Use outstanding customer service to generate return business Build good will through in-person customer service Provide outstanding customer service over the phone Connect with customers through online tools Deal with difficult customers
Agenda
- Workshop Objectives
- Pre-Assignment Review
- Who Are Customers?
- What Is Customer Service?
- Who Are Customer Service Providers?
- Case Study
- Module Two: Review Questions
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
- Case Study
- Module Three: Review Questions
- Understanding the Customer’s Situation
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
- Case Study
- Module Four: Review Questions
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
- Case Study
- Module Five: Review Questions
- Dealing with At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Customer Service
- Using Body Language to Your Advantage
- Case Study
- Module Six: Review Questions
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
- Case Study
- Module Seven: Review Questions
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Eliminate Electronic Ping Pong
- Case Study
- Module Eight: Review Questions
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
- Case Study
- Module Nine: Review Questions
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
- Case Study
- Module Ten: Review Questions
- Ten Tips
- Case Study
- Module Eleven: Review Questions
- Words from the Wise
FREE
Interested in course?
Course Type: Instructor Led