The Outstanding Customer Service Professional

This 2-day workshop is for any employee who deals with the public or who serves those who do deal with the public. Customer service skills can increase your value to your company & advance your career at the same time. Rejuvenate your customer service...

Course Outline

This two days workshop is for any employee who deals with the public or who serves those who do deal with the public. Customer service skills can increase your value to your company and advance your career at the same time.  Everyone is a customer, everyone expects service.  Only great service stands out.  Rejuvenate your customer service skills to provide great customer service.

Course Outline The Outstanding Customer Service Professional

What is Customer Service?
                Two Reasons to Value Customers

A Client-Centric Attitude

The 5 Steps to Great Customer Service
                1.            First Impressions - Saying Hello: The Opener     
                2.            Courtesy Counts: Remember Mom’s Advice     
                3.            How Important is your Attitude?
                4.            Doing the Right Thing: Ethical Issues
                5.            Final Impressions – Saying Goodbye: The Closer

The Power of Positive Language

Relationship Building
                Step 1. Establishing Rapport
                Step 2. Interacting Positively with Customers
                Step 3. Identifying Customers’ Needs
                                5 Tips on Asking and Answering Questions Correctly
                Step 4. Making the Customer Feel Valued
                Step 5. Maintain Ongoing Relationships
 
The Link between Client Service & Personality Types
                Role Play
Good Communication Skills
 
Active Listening
                7 Skills Associated with Active Listening:
                                ROLE PLAY
Assertion vs Aggression
                When a Customer Says No
 
Handling Different Types of Customers
                The Pushy, Obnoxious Customer
                The Timid, Indecisive Customer
                The Overly Friendly, Flirty Customer
                The Culturally Different Customer
 
Calming the Storm: Difficult Customer Contacts
                Step 1:  What is Going on: Determine the Reason
                Step 2:  What Caused It: Identify the Root Cause of the Problem
                Step 3:  What Can I Do: Rectify the Situation
                Step 4:  What Can I Say: Acknowledge the Problem
                Step 5:  What Needs to Be Done: Fix What Needs to Be Fixed
              
What Does the E-Customer Expect?
 
The 5 C’s of Writing
                Be Clear
                Be Concise
                Be Correct
                Be Complete
                Be Courteous
 
Reader Benefit
 
Your learning kit also includes:
Be the Best You Can Be
                Quick Quotes
                My Areas of Improvement
                Additional Training Required
                Additional Notes
                                References

Additional Details

Pre-Requisites

Certificates offered

Certificate of completion

Cancellation Policy

Cancellations less than 2 business weeks before the expected delivery date are eligible for a 50% refund, or a credit voucher will be provided for regularly scheduled courses (choice being that of the registrant). Credit Vouchers are transferable within the same company. Please send your cancellation notice to info@itplanit.com.

Map & Reviews

Itplanit Services Corp.
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A very interesting course. Claude Gerin, our instructor, was excellent in making this a very interesting and learning experience. THANKS!

Reviewed by Oleg T. 2012