Course Description
The A to Z of Customer Service
     Fundamental Workshop:  
Program
Objectives
At
this program's conclusion, participants should be able to:
- Recognize and embrace the
     importance of a great greeting.
 - Effectively handle interactions
     with customers from other cultures and customers with disabilities.
 - Describe how service over the
     telephone differs from in-person interactions.
 - Send professional,
     customer-centric email correspondence.
 - Articulate the importance of
     leading service.
 
 
            Agenda
Customer Service Management 
·         Defining what service means  
·         Learning the types of customer service behaviors in person and by phone
o   Making a customer Happy is job #1
·         Knowing the difference between Customer focus and service oriented
o   Follow up satisfaction 
·         Learning your customer service profile (assessment included with program)
·         Interactive Activity    
Understanding Customer Value and Service Oriented 
·         12 learning keys to identifying and understanding the customer value
·         Defining your company Value to the customer (Interactive Activity)
·         15 Steps in delivering superior customer value for sustainable competitive advantage through listening, voice tone, behaviors, and engaging the customer
·         Interactive Activity    
 
Managing Customer Information 
·         Understanding the customer and what that means domestically within the USA and internationally 
·         The background profile – defining customer identity 
·         The consumption profile- understanding customer value
o   Steps on how to manage complains  
o   The Follow-up process 
·         Framing the customer focused analysis and identifying your customer service profile (interactive activity)
Creating and Delivering Superior Customer Value Service 
·         Steps to translating customer needs to product concept
·         How to look for customer value opportunities through your service skills
·         Ensuring customer-focused value through exceptional service 
·         The importance of staging the customer interaction 
o   Managing conflict style behaviors 
o   Resolving problem styles    
o   Communication styles
o   Listening styles
o   Customer Centric styles
·         The DNA of Service Excellence 
o   Managing stress behaviors  
·         How to measure your customer service skills 
·         Interactive Activity   
Performance: Your Role of a Lifetime
·         Present your best face or voice forward
·         Maintain a Positive Attitude 
·         Exude Confidence 
·         Honesty is always your best choice
·         Steps to energize yourself
·         How to Bounce back with Resiliency 
·          Interactive Activity  
·         Learning Critical Thinking skills for service 
·         Managing your time or your time will manage you!
·         Adding Value to everything you Do!  
Teamwork In Customer Service
·         Establishing your team customer service identity
·         How to Analyze what you can do to improve as a customer service agent  
·         Monitoring the process
o   Hands on customer service 
o   Taking charge: Stop, look, and Listen  
            Audience
Anyone in the service industry