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.

$12.00

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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

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