Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

 

Online Course

R499.00

Customer Service – Course Outline:

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

Module One: Getting Started

  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives

Module Two: Who We Are and What We Do

  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive

Module Four: Identifying and Addressing Their Needs

  • Understanding the Customer’s Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile

Module Five: Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around

Module Six: In-Person Customer Service

  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks

Module Eight: Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

Module Ten: Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time

  • Ten Tips

Module Twelve: Wrapping Up

  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

Disclaimer: * Prices quoted are PER PERSON ** Lecture/On-Site Courses may be cancelled or rescheduled if minimum course numbers are not met. *** All prices are subject to change without notice. Whilst every effort is made to provide you with the most accurate, up-to-date information, occasionally an item may be incorrectly priced or a price may require updating due to circumstances outside of our control or if changes or improvements are implemented.