Customer Service

Description

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 course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
 

Course Objectives

  • 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

 

Syllabus

Module One: Getting Started

Introduction
Course Objectives

Module Two: 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

Module Three: Establishing Your Attitude

Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Case Study
Module Three: Review Questions

Module Four: 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

Module Five: Generating Return Business

Following Up
Addressing Complaints
Turning Difficult Customers Around
Case Study
Module Five: Review Questions

Module Six: 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

Module Seven: Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
Case Study
Module Seven: Review Questions

Module Eight: 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

Module Nine: Recovering Difficult Customers

De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Case Study
Module Nine: Review Questions

Module Ten: Understanding When to Escalate

Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Case Study
Module Ten: Review Questions

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

Ten Tips
Case Study
Module Eleven: Review Questions
Wrapping Up
Customer Service
LevelAll levels
ContentText / video
Study time3-4 hours
AccessLifetime
€ 49.00

Contact information

Thank you

We will contact you as soon as possible to confirm and set the date and time.

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