Course Description
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
By the end of this workshop, you should be able to:
State what customer service means in relation to all your customers, both internal and external
Recognize how your attitude affects customer service
Identify your customers’ needs
Use outstanding customer service to generate return business
Build good will through in-person customer service
Provide outstanding customer service over the phone
Connect with customers through online tools
Deal with difficult customers
Agenda
Course Core Competencies:
Module 1: Who We Are and What We Do
Topic A: Who Are Customer?
Topic B: What Is Customer Service?
Topic C: Who Are Customer Service Providers?
Module 2: Establishing Your Attitude
Topic A: Appearance Counts!
Topic B: The Power of a Smile
Topic C: Staying Energized
Topic D: Staying Positive
Module 3: Identifying and Addressing Customer Needs
Topic A: Understanding the Customer’s Situation
Topic B: Staying Outside the Box
Topic C: Meeting Basic Needs
Topic D: Going the Extra Mile
Module 4: Generating Return Business
Topic A: Following Up
Topic B: Addressing Complaints
Topic C: Turning Difficult Customers Around
Module 5: In-Person Customer Service
Topic A: Dealing with At-Your-Desk Requests
Topic B: The Advantages and Disadvantages of In-Person Customer Service
Topic C: Using Body Language to Your Advantage
Module 6: Giving Customer Service over the Phone
Topic A: The Advantages and Disadvantages of Telephone Communication
Topic B: Telephone Etiquette
Topic C: Tips and Tricks
Module 7: Providing Electronic Customer Service
Topic A: The Advantages and Disadvantages of Electronic Communication
Topic B: Understanding Netiquette
Topic C: Tips and Tricks
Topic D: Eliminate Electronic Ping Pong
Module 8: Recovering Difficult Customers
Topic A: De-Escalating Anger
Topic B: Establishing Common Ground
Topic C: Setting Your Limits
Topic D: Managing Your Own Emotions
Module 9: Understanding When to Escalate
Topic A: Dealing with Vulgarity
Topic B: Coping with Insults
Topic C: Dealing with Legal and Physical Threats
Module 10: Ten Things You Can Do to WOW Customers Every time
Topic A: Ten Tips