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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 externalRecognize how your attitude affects customer serviceIdentify your customers’ needsUse outstanding customer service to generate return businessBuild good will through in-person customer serviceProvide outstanding customer service over the phoneConnect with customers through online tools Deal with difficult customers

COURSE OUTLINE:


Getting Started

  • Workshop Objectives
  • Pre-Assignment Review

Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?
  • Case Study
  • Module Two: Review Questions

Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Case Study
  • Module Three: Review Questions

Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Case Study
  • Module Four: Review Questions

Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Case Study
  • Module Five: Review Questions

In-Person Customer Service

  • 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

Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Case Study
  • Module Seven: Review Questions

Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Eliminate Electronic Ping Pong
  • Case Study
  • Module Eight: Review Questions

Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Case Study
  • Module Nine: Review Questions

Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Case Study
  • Module Ten: Review Questions

Ten Things You Can Do to WOW Customers Every Time

  • Ten Tips
  • Case Study
  • Module Eleven: Review Questions

Wrapping Up

  • Words from the Wise
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    • C Classroom
    • V Virtual Live
    • Cv In-Class Virtual
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Virtual Live4/25/2018 8:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>1 day395.002891735
TN Nashville4/25/2018 8:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>1 day395.002888658
CO Aurora4/25/2018 8:00:00 AM<span class="course-type type-cv" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'HVILT')" onmouseout="clearHoverInfo()">Cv</span>1 day395.003011045
VA Richmond5/4/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>1 day395.002888169
Virtual Live5/22/2018 8:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>1 day395.002891736
TX San Antonio5/22/2018 8:00:00 AM<span class="course-type type-cv" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'HVILT')" onmouseout="clearHoverInfo()">Cv</span>1 day395.003011203
Virtual Live6/25/2018 8:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>1 day395.002891737
PA Pittsburgh6/25/2018 8:00:00 AM<span class="course-type type-cv" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'HVILT')" onmouseout="clearHoverInfo()">Cv</span>1 day395.003011064
VA Richmond8/10/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>1 day395.002888171
VA Richmond11/9/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>1 day395.002888170
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