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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
Prerequisites & Certificates

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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Here are some reviews of the training vendor.
This course was very, very interesting due to the instructor. He was simple, gave good examples and made a few jokes. Also, being only 5 participants was a bonus for us as we were able to share our experiences in a timely manner.
Reviewed by 2016
I think there is too much material to cover in one session. It's a lot of information to absorb all at once.
Reviewed by 2013
The only thing I would add...if you know you don't have many participants, hands on practice would be great. I would like to have had more time applying what i learned in a diagram. Once I got back to my office...i didn't know how to move a shape and associated text together. I also would like to know where I can see all the shapes offered by visio instead of searching for the shape and not knowing what to call it?
Reviewed by 2013
The instructor was excellent. I was pleasantly surprised by how interesting she made a potentially dry subject appear. Non-stop, great snacks provided all day from ham/egg bagels for breakfast, muffins, Valentines chocolate, chips, popcorn, gumball machine, coffee, juices etc etc. Perfect location for me as it was 2 blocks from my office.
Reviewed by 2013
I had no problem with the instructor's technigues, methods or delivery of the course material. He made what was otherwise fairly dry material as interesting as he possible and augmented it with practical examples that the class could relate to. The training facility and staff were also comendable, however what can't be overlooked is the IT infrastructure. During the exam the problems with latency were so bad that it affected my ability to concentrate on the material. Prior to the exam I completed 2 practice exams on paper in 35 & 37 minutes respectively. Doing the exam online it took over 1.5 hrs because it would take between 30 & 60 sec to refresh the page and show the next question. At times when I attempted to go back and review quesgtions I had marked I found my original answer wasn't recorded & I'd have to answer the question a second time. By the end of 70 min I was so digruntled I couldn't wait to finish regardless of the end result. It may not seem fair to evaluate the favility in this manner, but as a student the outcome is the ultimate measurement of a training favility.
Reviewed by 2013
A very interesting course. Claude Gerin, our instructor, was excellent in making this a very interesting and learning experience. THANKS!
Reviewed by 2012

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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