- Duration: 10 hours
Categories: Soft Skills
Customer Service for Excellence
- Who Are Customers? (internal/external)
- What is Customer Service?
- Who Are Customer Service Providers?
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
- Understanding the Customer”s Problem
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
- Dealing With At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Communication
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Examples: Chat or e-mail
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations