Customer Service
- Training Time: 1 Day. 9:00 am to 5:00 pm
- Inclusion: Participants Manual and Certificate of Completion
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.
Learning Points
- 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 Outline
Customer Service – Module 1
Getting Started
• Workshop Objectives
• Introduction to Customer Service
Customer Service – Module 2
Who We Are and What We Do
- Who are Customers?
- What is Customer Service?
- Who are Customer Service Providers?
Customer Service – Module 3
Establishing Your Attitude
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
Customer Service – Module 4
Identifying and Addressing Customer Needs
- Understanding the Customer’s Situation
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
Customer Service – Module 5
Generating Return Business
- Following Up
- Addressing Complaints
- Turing Difficult Customers Around
Customer Service – Module 6
In Person Customer Service
- Dealing with At-Your-Desk Requests
- + and – of In-Person Customer Service
- Using Body Language to Your Advantage
Customer Service – Module 7
Customer Service Over the Phone
- The + and – of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
Customer Service – Module 8
Providing Electronic Customer Service
- + and – of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Eliminate Electronic Ping Pong
Customer Service – Module 9
Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Customer Service – Module 10
Understanding When To Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
Customer Service – Module 11
10 Things That WOW Customers
- Ten Tips
Customer Service – Module 12
Wrapping it up
- Words from the Wise
You Can Expect...
- Your sales team to understand the purpose and value of above-board customer service
- Intentions, actions, and conversations to be aligned to excellent service standards
- Your sales team to WOW Customers and ensure customer retention
You Need This If...
- You want to greatly increase customer service standards.
- You want to target higher sales revenues
- You want customer Service Representatives to have the right attitude and skills
This Is About...
- Listening to understand which leads to service excellence
- Wowing your customers with sincere help and service
- Developing a strong foundation to handle and turn around challenging situations
- Knowing Influence strategies to position sincere and competent customer service standards for your company
In-House Rate
Participants: 15 – 30
Duration: 1 day
Course Fee:
Level 7*
, per person
Includes: Manual, Certificate of Completion
* hover over the level link to see the actual price summary