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About Course
Develop the skills to deliver outstanding customer service by building empathy, professionalism, and problem-solving abilities that enhance customer satisfaction and loyalty.
What Will You Learn?
- Apply core principles of great customer service
- Communicate with empathy and professionalism
- Handle difficult customers and resolve complaints
- Build long-term customer relationships
Course Content
Module One
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Getting Started
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Objectives
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Pre-Assignment Review
Module Two
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Who We Are and What We Do
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Who Are Customers?
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What Is Customer Service?
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Who Are Customer Service Providers?
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Module Two: Review Questions
Module Three
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Establishing Your Attitude
Module Three
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Establishing Your Attitude
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Appearance Counts!
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The Power of a Smile
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Stay Energized
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Staying Positive
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Module Three: Review Questions
Module Four
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Identifying and Addressing Customer Needs
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Understanding the Customer’s Situation
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Staying Outside the Box
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Meeting Basic Needs
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Going the Extra Mile
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Module Four: Review Questions
Module Five
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Generating Return Business
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Following Up
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Addressing Complaints
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Turning Difficult Customers Around
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Module Five: Review Questions
Module Six
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In-Person Customer Service
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Dealing with At-Your-Desk Requests
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The Advantages and Disadvantages of In-Person Customer Service
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Using Body Language to Your Advantage
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Module Six: Review Questions
Module Seven
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Giving Customer Service over the Phone
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The Advantages and Disadvantages of Telephone Communication
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Telephone Etiquette
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Tips and Tricks
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Module Seven: Review Questions
Module Eight
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Providing Electronic Customer Service
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The Advantages and Disadvantages of Electronic Communication
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Understanding ‘Netiquette’
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Tips and Tricks
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Tips and Tricks
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Eliminate Electronic Ping Pong
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Module Eight: Review Questions
Module Nine
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Recovering Difficult Customers
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De-Escalating Anger
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Establishing Common Ground
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Setting Your Limits
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Managing Your Own Emotions
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Module Nine: Review Questions
Module Ten
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Understanding When to Escalate
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Dealing with Vulgarity and Insults
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Dealing with Legal Threats
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Dealing with Physical Threats
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Module Ten: Review Questions
Module Eleven
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Ten Things You Can Do to WOW Customers Every Time
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Ten Tips (I)
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Ten Tips (II)
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Module Eleven: Review Questions
Module Twelve
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Wrapping Up
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Words from the Wise
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