Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly. With that in mind, let’s review our goals for today. By the end of this workshop, you should be able to:

  • 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 curriculum

    1. Getting Started

    2. Workshop Objectives

    1. Who We Are and What We Do

    2. Who Are Customers?

    3. What Is Customer Service?

    4. Who Are Customer Service Providers?

    5. Case Study

    6. Module Two: Review Questions

    1. Establishing Your Attitude

    2. Appearance Counts!

    3. The Power of a Smile

    4. Staying Energized

    5. Staying Positive

    6. Case Study

    7. Module Three: Review Questions

    1. Identifying and Addressing Customer Needs

    2. Understanding the Customer’s Situation

    3. Staying Outside the Box

    4. Meeting Basic Needs

    5. Going the Extra Mile

    6. Case Study

    7. Module Four: Review Questions

    1. Generating Return Business

    2. Following Up

    3. Addressing Complaints

    4. Turning Difficult Customers Around

    5. Case Study

    6. Module Five: Review Questions

    1. In-Person Customer Service

    2. Dealing with At-Your-Desk Requests

    3. The Advantages and Disadvantages of In-Person Customer Service

    4. Using Body Language to Your Advantage

    5. Case Study

    6. Module Six: Review Questions

About this course

  • $25.00
  • 67 lessons
  • 0 hours of video content

Investment

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