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Customer Service 

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.

Customer Service Course Outline:

Module One: Getting Started
Icebreaker - Ground rules - The parking lot - Workshop objectives - Action plans and evaluation forms
Module Two: Who We Are and What We Do
Who Are Customers? (internal/external) - What is Customer Service? - Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
Appearance Counts! (even if not in person) - The Power of a Smile - Staying Energized - Staying Positive
Module Four: Identifying and Addressing Their Needs
Understanding the Customer’s Problem - Staying Outside the Box (not jumping to conclusions) - 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 Communication - 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
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication - Understanding Netiquette - Tips and Tricks - Examples: Chat or e-mail
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 Every Time
We’ll share our tips at the workshop!
Module Twelve: Wrapping Up
Words from the Wise - Review of Parking Lot - Lessons Learned - Completion of Action Plans and Evaluations