Customer Service

Course Description

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. Objectives • State what customer service means 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 Contents: • Who Are Customers? • What Is Customer Service? • Who Are Customer Service Providers? • Establishing Your Attitude • Appearance Counts! • The Power of a Smile • Staying Energized • Staying Positive • Addressing Customer Needs • Understanding the Customer’s Situation • Staying Outside the Box • Meeting Basic Needs • Going the Extra Mile • Generating Return Business • Following Up • Addressing Complaints • Turning Difficult Customers Around • 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 • Giving Customer Service over the Phone • The Advantages and Disadvantages of Telephone Communication • Telephone Etiquette • Providing Electronic Customer Service • The Advantages and Disadvantages of Electronic Communication • Understanding Netiquette • Eliminate Electronic Ping Pong • Recovering Difficult Customers • De-Escalating Anger • Establishing Common Ground • Understanding When to Escalate • Dealing with Vulgarity • Coping with Insults • Dealing with Legal and Physical Threats • Ten Things You Can Do to WOW Customers Every Time • Words from the Wise What You Will Get When Enrolling? 1. Course PowerPoint Presentation 2. Training Manual 3. Training Audios 4. Training Videos 5. Course Activities 6. Case Studies On Completion Book for a Free Course Assessment Session and receive Your Course Certificate