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Course Introduction
Each one of us is in the business of serving customers whether we realize it or not. Maybe you’re at the coalface of a business, serving the individuals who buy your products. Perhaps you’re an accountant, serving staff members by producing their pay checks as well as keeping the business running. Or maybe you’re a business owner, serving your staff as well as your customers. This course examines all types of customers as well as how they can best be served. You will be provided with a strong skill set including face to face and over the phone techniques, as well as working with difficult and challenging customers.
Course Outline
Key outcomes of this course include:
Component 1: Starting Out
• program Objectives
• Activities to break the ice
• Housekeeping matters and administration
• The Parking Area
Component 2: Who We Are as well as Exactly What We Do
• Exactly What is Customer Service?
• Who Are Customer Service Providers?
• Who Are Customers? (internal/external)
Component 3: Establishing Your Attitude
• Staying Positive
• Staying Energized
• Appearance Counts!
• The Power of a Smile
Component 4: Identifying as well as Addressing their particular Needs
• Comprehending the Customer’s Problem
• Meeting Basic Needs
• Staying Outside the Box
• Going the Extra Mile
Component 5: Generating Return Business
• Addressing Complaints
• Turning Challenging Customers Around
• Following Up
Component 6: In-Person Customer Service
• Working With At-Your-Desk Requests
• The Advantages as well as Disadvantages of In-Person Communication
• Utilizing Body Language to your benefit
• Telephone Etiquette
Component 7: Giving Customer Service over the Phone
• The Advantages as well as Disadvantages of Telephone Communication
• Tips as well as Tricks
Component 8: Providing Electronic Customer Service
• Tips as well as Tricks
• The Advantages as well as Disadvantages of Electronic Communication
• Examples: Chat or e-mail
• Comprehending Netiquette
Component 9: Recovering Challenging Customers
• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Controlling Your Own Emotions
Component 10: Comprehending When to Escalate
• Coping with Insults
• Working with Legal as well as Physical Threats
• Working with Vulgarity
Component 11: 10 Things You Can Do To WOW Every Time
• 10 Tips
Component 12: Concluding
• Assessment of Parking Area
• Wise Men’s words
• Evaluations as well as Completion Of activity Plans
• Key Learnings
Course duration
1 day
Who should attend
This course is suitable for those individuals who wish to upskill themselves in customer service excellence.
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