0048 - Customer Service

Course Description

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 paychecks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers. This course will look at all types of customers and how we can serve them better and improve ourselves in the process. Participants will be provided a strong skill-set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Objectives:

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

Outline:

• Who We Are and What We Do  
  • Who Are Customers?  
  • What Is Customer Service?    
  • Who Are Customer Service Providers?  
• Establishing Your Attitude    
  • Appearance Counts!    
  • The Power of a Smile    
  • Staying Energized    
  • Staying Positive  
• Identifying and Addressing Customer Needs    
  • Understanding the Customer’s Situation  
  • Staying Outside the Box    
  • Meeting Basic Needs    
  • Going the Extra Mile    
• Generating Return Business    
  • Following Up  
  • Addressing Complaints  
  • Turning Difficult Customers Around  
• In-Person Customer Service  
  • Dealing with At-Your-Desk Requests  
  • The Advantages and Disadvantages of In-Person Customer Service    
  • Using Body Language to Your Advantage  
• Giving Customer Service over the Phone  
  • The Advantages and Disadvantages of Telephone Communication  
  • Telephone Etiquette    
  • Tips and Tricks    
  • Ten Tips  
• Providing Electronic Customer Service    
  • The Advantages and Disadvantages of Electronic Communication  
  • Understanding Netiquette  
  • Tips and Tricks  
  • Eliminate Electronic Ping Pong  
• Recovering Difficult Customers  
  • De-Escalating Anger  
  • Establishing Common Ground  
  • Setting Your Limits  
  • Managing Your Own Emotions  
• Understanding When to Escalate    
  • Dealing with Vulgarity    
  • Coping with Insults    
  • Dealing with Legal and Physical Threats  
• Ten Things You Can Do to WOW Customers Every Time    
  • Ten Tips