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
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
Good Communication Skills
7 Skills Associated with Active Listening:
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
Your learning kit also includes:
Be the Best You Can Be
My Areas of Improvement
Additional Training Required
- Prerequisites & Certificates
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 firstname.lastname@example.org.
- Map & Reviews
Itplanit Services Corp.
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