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