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Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

Online Course / Classroom Training

R1,649

Description

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Customer Service > Course Outline:

Icebreaker
Housekeeping Items
The Parking Lot
Workshop Objectives

Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?

Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive

Understanding the Customer’s Problem
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile

Following Up
Addressing Complaints
Turning Difficult Customers Around

Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage

The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks

The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Examples: Chat or e-mail

De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions

Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats

Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations

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