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

    Module One: Getting Started

    • Getting Started
    • Workshop Objectives
  • 2

    Module Two: Who We Are and What We Do

    • Who We Are and What We Do
    • Who Are Customers?
    • What Is Customer Service?
    • Who Are Customer Service Providers?
    • Case Study
    • Module Two: Review Questions
  • 3

    Module Three: Establishing Your Attitude

    • Establishing Your Attitude
    • Appearance Counts!
    • The Power of a Smile
    • Staying Energized
    • Staying Positive
    • Case Study
    • Module Three: Review Questions
  • 4

    Module Four: Identifying and Addressing Customer Needs

    • Identifying and Addressing Customer Needs
    • Understanding the Customer’s Situation
    • Staying Outside the Box
    • Meeting Basic Needs
    • Going the Extra Mile
    • Case Study
    • Module Four: Review Questions
  • 5

    Module Five: Generating Return Business

    • Generating Return Business
    • Following Up
    • Addressing Complaints
    • Turning Difficult Customers Around
    • Case Study
    • Module Five: Review Questions
  • 6

    Module Six: In-Person Customer Service

    • 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
    • Module Six: Review Questions
  • 7

    Module Seven: Giving Customer Service over the Phone

    • Giving Customer Service over the Phone
    • The Advantages and Disadvantages of Telephone Communication
    • Telephone Etiquette
    • Tips and Tricks
    • Case Study
    • Module Seven: Review Questions
  • 8

    Module Eight: Providing Electronic Customer Service

    • Providing Electronic Customer Service
    • The Advantages and Disadvantages of Electronic Communication
    • Understanding Netiquette
    • Tips and Tricks
    • Eliminate Electronic Ping Pong
    • Case Study
    • Module Eight: Review Questions
  • 9

    Module Nine : Recovering Difficult Customers

    • Recovering Difficult Customers
    • De-Escalating Anger
    • Establishing Common Ground
    • Setting Your Limits
    • Managing Your Own Emotions
    • Case Study
    • Module Nine: Review Questions
  • 10

    Module Ten: Understanding When to Escalate

    • Understanding When to Escalate
    • Dealing with Vulgarity
    • Coping with Insults
    • Dealing with Legal and Physical Threats
    • Case Study
    • Module Ten: Review Questions
  • 11

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

    • Ten Things You Can Do to WOW Customers Every Time
    • Ten Tips
    • Case Study
    • Module Eleven: Review Questions
  • 12

    Module Twelve: Wrapping Up

    • Wrapping Up
    • Words from the Wise
    • Quick Reference Sheet

Investment

Investing in yourself is one of the best return on investments you can have.