Customer Service

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.

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Learning Objectives

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

     

    Course Details

    Course Outline

    1 - Getting Started
  • Workshop Objectives
  • Pre-Assignment Review
  • 2 - 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
  • 3 - Establishing Your Attitude
  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Case Study
  • Module Three: Review Questions
  • 4 - 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
  • 5 - Generating Return Business
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Case Study
  • Module Five: Review Questions
  • 6 - 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
  • 7 - Giving Customer Service over the Phone
  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Case Study
  • Module Seven: Review Questions
  • 8 - 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
  • 9 - Recovering Difficult Customers
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Case Study
  • Module Nine: Review Questions
  • 10 - Understanding When to Escalate
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Case Study
  • Module Ten: Review Questions
  • 11 - Ten Things You Can Do to WOW Customers Every Time
  • Ten Tips
  • Case Study
  • Module Eleven: Review Questions
  • 12 - Wrapping Up
  • Words from the Wise
  • Actual course outline may vary depending on offering center. Contact your sales representative for more information.

    Who is it For?

    Target Audience

    Customer Service

    $395
    Course Length : 1 Day (8 Hours)
     

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