Foundations of Customer Service
- 1 Day Course
- Language: English
Introduction:
As a customer service representative, you are expected to handle customer interactions in the best way possible. The expectations of both your company and your customers hinge on your ability to provide the right service in the right way.
In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.
This course will earn you 7 PDUs
Objectives:
Describe the benefits of customer service, identify internal customers, identify the benefits to you of giving good customer service, and identify how you can help your company to excel.
Understand the major trends in customer service today and the combination of criteria required for customer satisfaction.
Learn the benefits of bringing respect, emotional support, and a personal touch to customer interactions, and apply the personal touch to customer interactions.
Define the six categories of face-to-face communication, the critical success factors in face-to-face communication, and the benefits of actively listening to your customers.
Apply remote customer service best practices and identify remote customer service communication channels
Identify guidelines for handling unreasonable customers, explore ways to handle angry customers, and identify guidelines for handling unhelpful colleagues.
Course Outline:
Importance of Customer Service
- Who We Are & What We Do
- What is Customer Service
- Who Is the Customer
- Who is the Customer Service Provider
- Circles of Service
Establishing Your Attitude
- The Power of Positivity
- Stay Energized
- Be Positive
- Stress in Service
- Customer Service Skills
Identifying & Addressing Customer Needs
- Understand the Situation
- Stress in Service
- Customer Service Skills
- Types of Customers
- Basic Customer Needs
- Going the Extra Mile
Generating Return Business
- Connection & Follow Up
- Make it Easy for Customers to Connect
- Top 10 Reasons Customers Get Upset
- Top 10 Reason Why Customers Don’t Complain
- Customer Bill of Rights
In-Person Customer Service
- Dealing with Desk-side Requests
- Body Language and Facial Expressions
- What is your Posture
On-Line Customer Service
- Email and Phone
- Positive and Negative Tone
- Telephone Etiquette
- Proper Language
Difficult or Angry Customers
- Phrases and Solutions
- Steps to Diffuse the Situation
- Managing a Threat
How to Impress Your Customers
- Top 10 tips
- Advice from the Experts
Enroll in this course
$395.00