Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.
Outline:
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Who We Are and What We Do
- External Customers
- Internal Customers
- 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 Customer Needs
- Understanding the Customer’s Situation
- 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 Customer Service
- 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 for Providing Customer Service over the Phone
Module Eight: Providing Electronic Customer Service
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Email Etiquette: The Do’s and Don’ts of Email
- Tips and Tricks
- Examples: Eliminate Electronic Ping Pong
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 Customers Every Time
- Ten Things You Can Do to WOW Customers Every Time
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
For more information about this course, kindly contact us at: