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Customer Service

Customer Service is a role that each and every one of us fulfills, whether we consciously recognize it or not. Perhaps you find yourself on the front lines of a company, assisting the individuals who purchase your products. Maybe you work as an accountant, ensuring that employees receive their paychecks and that the company operates smoothly. Alternatively, as a company owner, you serve both your staff and your customers. Regardless of our specific roles, we all contribute to the essential task of serving others.

$5.00

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    +

    Description

    The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

    Customer Service Course Outline:

    Module One: Getting Started

    • 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

    Module Twelve: Wrapping Up

    • Words from the Wise