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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
Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Module Two: Review Questions
Establishing Your Attitude
The Power of a Smile
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
Module Four: Review Questions
Generating Return Business
Turning Difficult Customers Around
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
Module Six: Review Questions
Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Tips and Tricks
Module Seven: Review Questions
Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication