Customer Service

Instructor

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Module	Topics Covered
Introduction
Course Objectives
Module 1	Getting Started, Workshop Objectives
Module 2	Who We Are and What We Do, Who are Customers?, What is Customer Service?, Who are Customer Service Providers?, Case Study
Module 3	Establishing Your Attitude, Appearance Counts, The Power of a Smile, Staying Energized, Staying Positive, Case Study
Module 4	Identifying and Addressing Customer Needs, Understanding the Customer’s Situations, Staying Outside the Box, Meeting Basic Needs, Going the Extra Mile, Case Study
Module 5	Generating Return Business, Following Up, Addressing Complaints, Turning Difficult Customers Around, Case Study
Module 6	In-person Customer Service, Dealing with At-Your-Desk Requests, Business Writing, Using Body Language to Your Advantage, Case Study
Module 7	Giving Customer Service over the Phone, What are you Working For?, Telephone Etiquette, Tips and Tricks, Case Study
Module 8	Providing Electronic Customer Service, Create a Table of Contents, Understanding Netiquette, Tips and Tricks, Eliminate Electronic Ping Pong, Case Study
Module 9	Recovering Difficult Customers, De-Escalating Anger, Establishing Common Ground, Setting Your Limits, Managing Your Own Emotions, Case Study
Module 10	Understanding When to Escalate, Dealing with Vulgarity, Coping with Insults, Dealing with Legal and Physical Threats, Case Study
Module 11	Ten Things You Can Do to WOW Customers Every Time, Ten Tips, Case Study
Module 12	Wrapping Up
Assessment
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