Customer Service | The Corporate Training School

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.

The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided with a strong skillset including in-person and over-the-phone techniques, dealing with difficult customers, and generating return business.

Course Curriculum

Introduction
- Course Objectives ..
Module 1
- Who We Are and What We Do ..
- Who Are Customers? ..
- What Is Customer Service? ..
- Who Are Customer Service Providers? ..
- Knowledge Check ..
Module 2
- Establishing Your Attitude ..
- Appearance Counts! ..
- The Power of a Smile ..
- Staying Energized ..
- Staying Positive ..
- Knowledge Check ..
Module 3
- Identifying and Addressing Customer Needs ..
- Understanding the Customer’s Situation ..
- Staying Outside the Box ..
- Meeting Basic Needs ..
- Going the Extra Mile ..
- Knowledge Check ..
Module 4
- Generating Return Business ..
- Following Up ..
- Addressing Complaints ..
- Turning Difficult Customers Around ..
- Knowledge Check ..
Module 5
- 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 ..
- Knowledge Check ..
Module 6
- Giving Customer Service over the Phone ..
- The Advantages and Disadvantages of Telephone Communication ..
- Telephone Etiquette ..
- Tips and Tricks ..
- Knowledge Check ..
Module 7
- Providing Electronic Customer Service ..
- The Advantages and Disadvantages of Electronic Communication ..
- Understanding Netiquette ..
- Tips and Tricks ..
- Eliminate Electronic Ping Pong ..
- Knowledge Check ..
Module 8
- Recovering Difficult Customers ..
- De-Escalating Anger ..
- Establishing Common Ground ..
- Setting Your Limits ..
- Managing Your Own Emotions ..
- Knowledge Check ..
Module 9
- Understanding When to Escalate ..
- Dealing with Vulgarity ..
- Coping with Insults ..
- Dealing with Legal and Physical Threats ..
- Knowledge Check ..
Module 10
- Ten Things You Can Do to WOW Customers Every Time ..
- Ten Tips ..
- Knowledge Check ..
Assessment
- Post-Test ..