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Customer Service
Title
Customer Service
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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.
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Course Objective
- CUSTOMER SERVICE
- LEARNING OBJECTIVES
- WHO WE ARE AND WHAT WE DO
- WHO ARE CUSTOMERS?
- GROUP ACTIVITY
- CUSTOMER RELATIONS POTENTIAL SCALE
- EXTERNAL CUSTOMERS
- INTERNAL CUSTOMERS
- WHAT IS CUSTOMER SERVICE?
- WHO ARE CUSTOMER SERVICE PROVIDERS?
- ESTABLISHING YOUR ATTITUDE
- ATTITUDE ACTIVITY
- APPEARANCE COUNTS
- The Power of a Smile
- Staying Energized
- Staying Positive
- IDENTIFYING AND ADDRESSING CUSTOMER NEEDS
- UNDERSTANDING THE CUSTOMER’S SITUATION
- STAYING OUTSIDE THE BOX
- MEETING BASIC NEEDS
- Friendliness
- Understanding and Empathy
- Fairness
- Control
- Options and Alternatives
- Information
- GOING THE EXTRA MILE
- GENERATING RETURN BUSINESS
- FOLLOWING UP
- ADDRESSING COMPLAINTS
- Turning Difficult Customers Around
- IN-PERSON CUSTOMER SERVICE
- DEALING WITH AT-YOU-DESK REQUESTS
- THE ADVANTAGES AND DISADVANTAGES OF IN-PERSON CUSTOMER SERVICE
- Using Body Language to Your Advantage
- CUSTOMER SERVICE OVER THE PHONE
- THE ADVANTAGES AND DISADVANTAGES OF TELEPHONE COMMUNICATION
- TELEPHONE ETIQUETTE
- TIPS AND TRICKS
- PROVIDING ELECTRONIC CUSTOMER SERVICE
- THE ADVANTAGES AND DISADVANTAGES OF ELECTRONIC COMMUNICATION
- UNDERSTANDING NETIQUETTE
- TIPS AND TRICKS
- RECOVERING DIFFICULT CUSTOMERS
- DE-ESCALATING ANGER
- ESTABLISHING COMMON GROUND
- SETTING YOUR LIMITS
- MANAGING YOUR OWN EMOTIONS
- Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
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Course Length8 Hours
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Max Attendee20
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Minimum Attendee6
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Certification OfferedYes
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Pass/FailNo
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Course designed forCompany
Citizen