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.
Online Course / Classroom Training
The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Customer Service > Course Outline:
The Parking Lot
Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?
The Power of a Smile
Understanding the Customer’s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Turning Difficult Customers Around
Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage
The Advantages and Disadvantages of Telephone Communication
Tips and Tricks
The Advantages and Disadvantages of Electronic Communication
Tips and Tricks
Examples: Chat or e-mail
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Words from the Wise
Review of Parking Lot
Completion of Action Plans and Evaluations