Customer Service

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1 days - $395

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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  • Course Outline
  • Objectives
  • 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
  • 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