Customer Service

Each and every one of us serves customers, whether we realize it or not.

1 student enrolled

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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