Course Description
This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.
Course Outline
1. Customer Service - A Baseline
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Recognizing Your Customers
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Understanding Your Role in Customer Service
2. Developing A Customer Service Mind-Set
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Leveraging Your First Impression
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Feeling Positively About Customers
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Mastering Moods and Emotions
3. Identifying Customer Needs
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Understanding the Customer\'s Situation
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Avoiding Assumption and Prejudgment
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Meeting Basic Needs
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Seeking to Exceeding Expectations
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Building Repeat Relationships
4. Connecting with the Customer
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Achieving Authenticity through Body Language
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Responding Effectively to Problems
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Mastering Online Etiquette
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Seeking Customer Feedback
5. Dealing with Difficult Situations
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Effectively Addressing Complaints
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De-escalating Anger
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Establishing Common Ground
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Remaining Calm, Respectful and Objective
6. Effectively Addressing Complaints
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Creating a Memorable Customer Experience
Course Objectives
- Define customer service in relation to both internal and external customers
- Recognize how your attitude affects customer service
- Identify your customer\'s needs
- Generate repeat business with outstanding customer service
- Build goodwill through in-person customer service
- Provide outstanding customer service over the phone
- Connect with customers through online tools
- Deal effectively with difficult situations
Course Prerequisites
There are no prerequisites for this course.
Course Information
Length: 2 day
Format: Lecture and Lab
Delivery Method: n/a
Max. Capacity: 16
Schedule
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