Customer Service

Module:1 Getting Started

• Workshop Objectives

Module:2 Who We Are and What We Do

• Who are Customers?
• What is Customer Service?
• Who are Customer Service Providers?
• Case Study

Module:3 Establishing Your Attitude

• Appearance Counts
• The Power of a Smile
• Staying Energized
• Staying Positive
• Case Study

Module:4 Identifying and Addressing Customer Needs

• Understanding the Customer’s Situations
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile
• Case Study

Module:5 Generating Return Business

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around
• Case Study

Module:6 In-person Customer Service

• Dealing with At-Your -Desk Requests
• Business Writing
• Using Body Language to Your Advantage
• Case Study

Module:7 Giving Customer Service over the Phone

• What are you Working For?
• Telephone Etiquette
• Tips and Tricks
• Case Study

Module:8 Providing Electronic Customer Service

• Create a Table of Contents
• Understanding Netiquette
• Tips and Tricks
• Eliminate Electronic Ping Pong
• Case Study

Module:9 Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Meaning your Own Emotions
• Case Study

Module:10 Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats
• Case Study

Module:11 Ten Things You can Do to WOW Customers Every Time

• Ten Tips
• Case Study

Module:12 Wrapping Up