Overview:

Course Objectives

After completing this course, participants will be able to:

• Demonstrate a customer service approach
• Understand how their 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 customer service
• Apply effective strategies to please their customers and drastically improve their customer relations
• Provide excellent service driven by new ideas, renewed commitment, and a more positive attitude

Course Content Details:

Session 1: Course Overview

•  Learning Objectives
•  Pre-Course Assessment
•  Pre-Assignment

 Session 2: What is Customer Service?

•  What is Customer Service?
•  The Critical Elements of Customer Service
•  A Customer Service Focus
•  Service is a Philosophy
•  Service Means Meeting Customer Expectations
•  Service is Not Always Natural

 Session 3: Who Are Your Customers?

•  Types of Customers
•  Internal and External Customers
•  VIP Customers
•  What Customers Need

 Session 4: Meeting Expectations

•  Meeting Expectations
•  Six Ways to Meet Customers’ Expectations

 Session 5: Pre-Assignment Review

•  Pre-Assignment Answers

 Session 6: Setting Goals

•  Creating a Personal Vision Statement
•  Step One: Identify Your Values
•  Step Two: Define Your Values
•  Step Three: Put It All Together
•  Identifying Dreams and Setting Goals
•  Identifying Your Dreams
•  SPIRIT
•  My Dreams and Goals

 Session 7: The Second Critical Element – Defined in Your Organization

•  Our Standards
•  Sample Standards

 Session 8: The Third Critical Element – Given Life by the Employees

•  What Do You Think?
•  Suggested Answers

 Session 9: Communication Skills

•  The Importance of Empathy
•  About Rephrasing
•  Dangerous Misconceptions
•  Defining Communication
•  Body Language Basics
•  Voice
•  Open and Closed Questions
•  Customer-Focused Questions

 Session 10: Telephone Techniques

•  It’s Not What You Say, It’s How You Say It
•  Your Initial Greeting
•  Personalizing Service
•  Addressing a Person
•  Your Telephone Voice
•  Your Listening Ear
•  Your Format for Closing
•  Handling Everyday Requests
•  Transferring Telephone Calls
•  Putting Callers on Hold
•  Taking a Message
•  Taking Messages Accurately and Completely
•  What to Record When Taking a Message
•  Other Tips for Taking a Message
•  Do’s and Don’t’s
•  Phrases to Avoid Using
•  Sentences That Damage Your Image or Lose Goodwill

 Session 11: Dealing With Difficult Customers

•  Abrupt Customers
•  Abusive Customers
•  Angry Customers
•  Arrogant Customers
•  Bully/Bossy Customers
•  Closed-Minded Customers

 Session 12: Dealing With Challenges Assertively

•  About Assertiveness
•  An Assertiveness Formula
•  Making Connections

 Session 13: Dealing With Difficult People

•  Getting to the Heart of the Matter
•  What’s Missing?
•  Getting to the Big Picture
•  The Three F’s
•  Types of Difficult People
•  The Stubborn One
•  The Quiet One
•  The Jester
•  Yakety-Yak
•  Off Base
•  Bigger Issues
•  The Chatterbox
•  The Know-It-All
•  The Whiner

 Session 14: The Fourth Critical Element – Be a Problem Solver

•  Reducing Conflict
•  Blending
•  Blending Examples
•  Redirecting
•  Identify Positive Intent
•  Identify Highly Valued Criteria
•  When Discussions Degenerate Into Conflict
•  An Action Plan for Angry, Aggressive People
•  Problem Solving in Six Steps
•  Making Connections 

Session 15: Seven Steps to Customer Problem Solving

•  The Process
•  Making Connections
•  The Recovery Process 

Session 16: The Fifth Critical Element – Measure It

•  Tools to Use
•  Critical Evaluation
•  Informal Surveys
•  Focus Groups
•  Fishbone (Cause and Effect, or Root Cause)
•  Brainstorming
•  Measurement in Practice 

Session 17: The Sixth Critical Element – Reinforce It

•  Keeping Momentum
•  Developing and Maintaining Relationships
•  Recognizing the Power of Your Behavior
•  Likeability Works
•  Phrases for Customer Service Success
•  How to Feel Powerful in Your Position
•  Project Positive Expectations
•  Give Credit Where It’s Due
•  Rebound from Failure
•  Accept Responsibility

 Session 18: Dealing With Stress

•  About Stress
•  Deep Breathing
•  Visualize
•  Music
•  Acupressure and Massage
•  Laughter
•  Replace Worry with Problem Solving
•  Meditation
•  Resilience

 Session 19: A Personal Action Plan

•  Starting Point
•  Where I Want to Go
•  How I Will Get There
•  Summary

 Post-Course Assessment

 Certificate

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• Click on "Enroll For This Course" button
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