Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines 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.

 

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

 

Course Outline


INTRODUCTION
Course Objectives


MODULE 1
Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Knowledge Check


MODULE 2
Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Knowledge Check


MODULE 3
Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Knowledge Check


MODULE 4
Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
Knowledge Check


MODULE 5
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
Knowledge Check

 

MODULE 6
Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
Knowledge Check


MODULE 7
Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong
Knowledge Check


MODULE 8
Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Knowledge Check


MODULE 9
Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Knowledge Check


MODULE 10
Ten Things You Can Do to WOW Customers Every Time
Ten Tips
Knowledge Check


ASSESSMENT
Post-Test

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