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    Our Location

    3500 6th Avenue South
    Birmingham AL 35222 USA

    IMG 3554

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    Please feel free call or send us an email 

    awtcinfo@aidt.edu
    205-719-3220

     

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    334-280-4440 | jallen@aidt.edu

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  3. Customer Service

Customer Service

Title
Customer Service
  • By the end of this workshop, you will be able to:

    • 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 on-line tools.
    • Deal with difficult customers.
  • Course Objective
    1. CUSTOMER SERVICE
    2. LEARNING OBJECTIVES
    1. WHO WE ARE AND WHAT WE DO
    2. WHO ARE CUSTOMERS?
    3. GROUP ACTIVITY
    4. CUSTOMER RELATIONS POTENTIAL SCALE
    5. EXTERNAL CUSTOMERS
    6. INTERNAL CUSTOMERS
    7. WHAT IS CUSTOMER SERVICE?
    8. WHO ARE CUSTOMER SERVICE PROVIDERS?
    • ESTABLISHING YOUR ATTITUDE
    1. ATTITUDE ACTIVITY
    2. APPEARANCE COUNTS
    3. The Power of a Smile
    4. Staying Energized
    5. Staying Positive
    1. IDENTIFYING AND ADDRESSING CUSTOMER NEEDS
    2. UNDERSTANDING THE CUSTOMER’S SITUATION
    3. STAYING OUTSIDE THE BOX
    4. MEETING BASIC NEEDS
    5. Friendliness
    6. Understanding and Empathy
    7. Fairness
    8. Control
    9. Options and Alternatives
    10. Information
    11. GOING THE EXTRA MILE
    1. GENERATING RETURN BUSINESS
    2. FOLLOWING UP
    3. ADDRESSING COMPLAINTS
    4. Turning Difficult Customers Around
    1. IN-PERSON CUSTOMER SERVICE
    2. DEALING WITH AT-YOU-DESK REQUESTS
    3. THE ADVANTAGES AND DISADVANTAGES OF IN-PERSON CUSTOMER SERVICE
    4. Using Body Language to Your Advantage
    • CUSTOMER SERVICE OVER THE PHONE
    1. THE ADVANTAGES AND DISADVANTAGES OF TELEPHONE COMMUNICATION
    2. TELEPHONE ETIQUETTE
    3. TIPS AND TRICKS
    • PROVIDING ELECTRONIC CUSTOMER SERVICE
    1. THE ADVANTAGES AND DISADVANTAGES OF ELECTRONIC COMMUNICATION
    2. UNDERSTANDING NETIQUETTE
    3. TIPS AND TRICKS
    1. RECOVERING DIFFICULT CUSTOMERS
    2. DE-ESCALATING ANGER
    3. ESTABLISHING COMMON GROUND
    4. SETTING YOUR LIMITS
    5. MANAGING YOUR OWN EMOTIONS
    6. Understanding When to Escalate
    7. Dealing with Vulgarity
    8. Coping with Insults
    9. Dealing with Legal and Physical Threats
  • Course Length
    8 Hours
  • Max Attendee
    20
  • Minimum Attendee
    6
  • Certification Offered
    Yes
  • Pass/Fail
    No
  • Course designed for
    Company
    Citizen

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Affiliates

  • Alabama Career Center
  • Lawson State Community College
  • Jefferson State Community College
  • Alabama Community College System
  • ATN
  • Cranes Institute

Office Hours

Our office is open 5 days a week

Monday-Thursday: 7am to 4:30pm
Friday: 7am to 1pm
Weekend: Closed

Phone: 205-719-3220

 
 
 

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3500 6th Avenue South • Birmingham, AL 35222

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