Customer Service

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Course Description

Customer service is at the core of every role, whether you’re directly interacting with clients, supporting colleagues behind the scenes, or leading a business to serve both employees and customers. Regardless of your position, how you serve others impacts success and builds lasting relationships.

This Customer Service workshop explores strategies to elevate your service delivery across all customer interactions. Participants will gain valuable skills, from mastering in-person and phone communication to managing challenging situations with professionalism and fostering loyalty through exceptional experiences. Transform your approach to service and drive meaningful, lasting results.

12+

Hours

72

Lectures

$40

Price

WHAT TO EXPECT

Learning Objectives

  • State what customer service means 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 goodwill through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Course Outline

Module One: Who We Are and What We Do

  • Who Are Customers? (internal/external)
  • 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

  • The Advantages and Disadvantages of Electronic Communication
  • 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

  • Ten Tips

Assessment