Customer Service
Total Time in the Classroom is 14 Hours
Course Description
The Customer Service Professional program is designed to meet your most challenging customer service goals. The program delivers the following key elements:
- Identifying customer needs and expectations
- Active listening
- Power communications phrases
- Using the telephone effectively
- Step-by-step guide to lead the irate customer from emotions to logic
- Maintaining the optimum customer service attitude
- Turning complaints into sales opportunities
- Creating a customer service team
Method of Instruction
This program utilizes a variety of presentation styles and teaching methods. All modules are:
The program consists of the following key modules:
O Do You Know Who Your Customers Are?
O Role Definition
O Your Role as a Professional
O Skill Practice
O Listening Exercises
O Questioning and Verifying
O Explaining
O Assessing Behaviors
O Behavioral/Communication Style Assessment
O Introduction and Practice of the Customer Service Model
O Skill Practice
O Identifying and Dealing with Difficult Customer Situations
O Calming the Customer
O Dealing with the Extra Difficult Customer
O The Secret to Exceptional Customer Service
O Post-test and Development of an Action Plan
This program can be customized to meet your organization's specific need. The material can be presented in stand-alone modules or as a series.
- Highly interactive with written exercises
- Followed by group discussions
- Paired sharing exercises,
- Audio tape listening exercises and
- Group team-building games
- Participants will be asked to assess their current skills and to design action plans for achieving exceptional customer service.
The program consists of the following key modules:
- Module One
O Do You Know Who Your Customers Are?
O Role Definition
O Your Role as a Professional
O Skill Practice
- Module Two
O Listening Exercises
O Questioning and Verifying
O Explaining
O Assessing Behaviors
O Behavioral/Communication Style Assessment
- Module Three
O Introduction and Practice of the Customer Service Model
O Skill Practice
- Module Four
O Identifying and Dealing with Difficult Customer Situations
O Calming the Customer
O Dealing with the Extra Difficult Customer
O The Secret to Exceptional Customer Service
O Post-test and Development of an Action Plan
This program can be customized to meet your organization's specific need. The material can be presented in stand-alone modules or as a series.
Benefits
- Implement proven problem-solving techniques
- Communicate with the customer in a professional manner
- Work cooperatively with internal customers to achieve company goals