BUY COURSE NOW - online self directed

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided with a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business. Everyone in your organization deals with customers in some capacity - ensure that they are given the tools needed to make your company profitable and long lasting.

*This course pairs well with Handling a Difficult Customer for customer relationship professionals

Course Objectives:

• State what customer service means in relation to your internal and external customers
• 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
• Learn how to deal with difficult customers

Course Outline:



Customer Service

Module One: Who We Are and What We Do

• Who are our Customers?

• What is Customer Service?

• Who Are Customer Service Providers?

Module Two: Establishing Your Attitude

• Appearance Counts

• The Power of a Smile

• Staying Energized

• Staying Positive

Module Three: Identifying and Addressing Their Needs

• Understanding the Customer’s Problem

• Staying Outside the Box

• Meeting Basic Needs

• Going the Extra Mile

Module Four: Generating Return Business

• Following Up

• Addressing Complaints

• Turning Difficult Customers Around

Module Five: In-Person Customer Service

• Dealing with At-Your-Desk Requests

• The Advantages and Disadvantages of In-Person Communication

• Using Body Language to Your Advantage

Module Six: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication

• Telephone Etiquette

• Tips and Tricks

Module Seven: Providing Electronic Customer Service

• Advantages and Disadvantages

• Understanding Netiquette

• Tips and Tricks

• Examples: Chat or e-mail

Module Eight: Recovering Difficult Customers

• De-Escalating Anger

• Establishing Common Ground

• Setting Your Limits

• Managing Your Own Emotions

Module Nine: Understanding When to Escalate

• Dealing with Vulgarity

• Coping with Insults

• Dealing with Legal and Physical Threats

Module Ten: Ten Things You Can Do To WOW Every Time



Module Eleven: Assignment Review / Wrap Up