Customer Service
Instructor
admin
- Description
- Curriculum
- Reviews
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
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