Course length: 2days

Course Description

Customers are hard to come by and today’s successful organizations deliver stellar (internal and external) customer service to keep and gain the competitive edge. Every employee needs to understand what your customer wants and expects from your company and to be flexible in meeting those demands. Learn to treat your customer as a partner not an adversary. The ultimate goal is to make it easy and enjoyable for your customer to do business with your company.
This two day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that out does the competition.

Course Objectives

Demonstrate a customer service approach

Understand how your own behavior affects the behavior of others

Demonstrate confidence and skill as a problem solver

 

Apply techniques to deal with difficult customers

Make a choice to provide great customer service

Course Outline

Lesson 1: Who are your Customers?

Lesson 2: What is customer service?

Lesson 3: Meeting Expectations

Lesson 4: Setting Goals

Lesson 5: The Second Critical Element – Defined in Your Organization

Lesson 6: The Third Critical Element – Given Life by the Employees

Lesson 7: Communication Skills

Lesson 8: Telephone Techniques

Lesson 9: Dealing with Difficult Customers

 

Lesson 10: Dealing with Challenges Assertively

Lesson 11: Dealing with Difficult People

Lesson 12: The Fourth Critical Element – Be a Problem Solver

Lesson 13: Seven Steps to Customer Problem Solving

Lesson 14: The Fifth Critical Element – Measure It

Lesson 15: The Sixth Critical Element – Reinforce It

Lesson 16: Dealing With Stress

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Emotional Intelligence

Communication