Customer Service
Overview
This course is designed to provide comprehensive training on all aspects of customer service. It covers fundamental principles and advanced strategies to ensure exceptional customer interactions and retention.
Course Objectives
By the end of this course, participants will be able to understand what customer service means for both internal and external customers, recognise the impact of their attitude on customer service, identify customer needs, and use exceptional service to generate return business.
Content
Who We Are and What We Do
- Who Are Customers?
- What Is Customer Service?
- Who Are Customer Service Providers?
Establishing Your Attitude
- Appearance Counts!
- The Power of a Smile
- Staying Energised
- Staying Positive
Identifying and Addressing Customer Needs
- Understanding the Customer’s Situation
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
Generating Return Business
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
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
Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
Providing Electronic Customer Service
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Eliminate Electronic Ping Pong
Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
You will learn how to
- Understand what customer service is, who customers are, and who provides customer service.
- Maintain a positive attitude through appearance, smiling, energy, and positivity.
- Identify and address customer needs creatively and effectively.
- Handle difficult customers by de-escalating anger and managing emotions.
- … and much more
Audience
No prior knowledge is needed. This course is suitable for complete beginners.
Classroom and Virtual training options
Duration
1 Day
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