Customer Service for Excellence

  • Duration: 10 hours
Categories:

Customer Service for Excellence

Who We Are and What We Do

  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?

Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive

Identifying and Addressing Their Needs

  • Understanding the Customer”s Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile

Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around

In-Person Customer Service

  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication

Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks

Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or e-mail

Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

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