Customer Service
E-Learning
Description
This workshop will look at all types of customers & how we can serve them better. Students will be provided a strong skillset including in-person & over the phone techniques, dealing with difficult customers, and generating return business.
This workshop will look at all types of customers & how we can serve them better. Students will be provided a strong skillset including in-person & over the phone techniques, dealing with difficult customers, and generating return business.
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
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Getting Started |
Workshop Objectives Pre-Assignment Review |
| 2 | 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 | Establishing Your Attitude |
Appearance Counts! The Power of a Smile Staying Energized Staying Positive Case Study Module Three: Review Questions |
| 4 | 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 | Generating Return Business |
Following Up Addressing Complaints Turning Difficult Customers Around Case Study Module Five: Review Questions |
| 6 | 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 | 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 | 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 | Recovering Difficult Customers |
De-Escalating Anger Establishing Common Ground Setting Your Limits Managing Your Own Emotions Case Study Module Nine: Review Questions |
| 10 | Understanding When to Escalate |
Dealing with Vulgarity Coping with Insults Dealing with Legal and Physical Threats Case Study Module Ten: Review Questions |
| 11 | Ten Things You Can Do to WOW Customers Every Time |
Ten Tips Case Study Module Eleven: Review Questions |
| 12 | Wrapping Up | Words from the Wise |