Customer Service

Workshop Overview:

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

Workshop Objectives:

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Course Module:

Module One: Getting Started

  • Workshop Objectives
  • Pre-Assignment Review

Module Two: Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?
  • Case Study
  • Review Questions

Module Three: Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Case Study
  • Review Questions

Module Four: Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Case Study
  • Review Questions

Module Five: Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Case Study
  • Review Questions

Module Six: In-Person Customer Service

  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage
  • Case Study
  • Review Questions

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Case Study
  • Review Questions

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Eliminate Electronic Ping Pong
  • Case Study
  • Review Questions

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Case Study
  • Review Questions

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Case Study
  • Review Questions

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

  • Ten Tips
  • Case Study
  • Review Questions

Module Twelve: Wrapping Up

  • Words from the Wise