Customer Service

Module One: Getting Started
Course Objectives
 
Module Two: Who We Are and What We Do
Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?
 
Module Three: Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
 
Module Four: Identifying and Addressing Their Needs
Understanding the Customer’s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
 
Module Five: Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
 
Module Six: 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 Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
 
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Examples: Chat or e-mail
 
Module Nine: Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
 
Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
 
Module Eleven: Ten Things You Can Do to WOW Every Time
Ten Tips
 
Module Twelve: Wrapping Up
Words from the Wise
Lessons Learned