Customer Service – Objectives

By the end of this course, participants 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 online tools
• Deal with difficult customers

Customer Service – Outline

Module 1: Who We Are and What We Do?

• Who Are Customers?
• What Is Customer Service?
• Who Are Customer Service Providers?

Module 2: Establishing Your Attitude

• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive

Module 3: Identifying and Addressing Customer Needs

• Understanding the Customer’s Situation
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile

Module 4: Generating Return Business

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around

Module 5: 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

Module 6: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Module 7: Providing Electronic Customer Service

• The Advantages and Disadvantages of Electronic Communication
• Understanding Netiquette
• Tips and Tricks
• Examples: Eliminate Electronic Ping Pong

Module 8: Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Module 9: Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Module 10: Ten Things You Can Do to WOW Customers Every Time

• Ten Tips