One Day • Instructor-led
This course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.
Audience
This course is designed for anyone who is looking to advance professionally in their field.
Course Outline
Lesson 1: Customer Service Fundamentals
- Customer service and customers
- Importance of good customer service
- Customer types
- Customer interaction
- Building rapport
- Service habits
- Attitude traps
- Communicate with customers
- Telephone etiquette
- Customer expectations
- Types of questions
- • Exceeding expectations
Lesson 2: Customer Service Skills
- Attitude and attention
- Motivation
- Extra attention
- Quality of Service
- Customer service techniques
- Problem resolution
- Learn from problems
- Reaction to problems
Lesson 3: Customer Management
- Dissatisfied customers
- Understanding
- Preventing
- Dealing
- Angry customers
- Listening
- Handling
- Diffusing
- Upset customers
- Stress in service situations
- Control emotions
- Warning signs
Lesson 4: Customer communication
- Communication fundamentals
- Interpersonal communication
- Influence of voice
- Nonverbal
- Clear communication
- Telephone skills
- Professional attitude
- Rapport
- Positive image
- Process
- E-mail etiquette
- Telephone etiquette