Critical Elements of Customer Service

COURSE OUTLINE:

Description This two-day workshop is aimed at participants who are in the customer service field and want to improve their knowledge of customer service basics. Participants will examine customer service skills that include organization, communication, and personal motivation. This workshop also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving.

Course Content


CUSTOMER SERVICE BASICS

Customers
The service culture

CUSTOMER SERVICE SKILLS

Organization skills
Communication factors
Personal motivation

GREETING CUSTOMERS

Greeting overview
Phone and e-mail messages
Rapport

LISTENING AND QUESTIONING

Listening
Questioning

RESPONDING

Responding to customers
Resetting expectations
Working toward solutions

RESOLVING ISSUES

Customer appreciation
Follow-up techniques

USING WHAT YOU'VE LEARNED

The implementation phase
Resources and tools