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BessSolutions, Inc
BessSolutions, Inc
Categories
Customer Service

Customer Service

Store/Organizational Effectiveness
SKU OE_CS
$395.00
1
Product Details

Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines 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.

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

You will learn to:

State what customer service means in relation to all your customers, both internal and external

Recognize how your attitude affects customer service

Identify your customers’ needs

Use outstanding customer service to generate return business

Build good will through in-person customer service

Provide outstanding customer service over the phone

Connect with customers through online tools

Deal with difficult customers

Workshop Materials

  • Comprehensive Participant Workbook
  • Quick Reference Material
  • Certificate of Completion

Customer Service Course Outline:

Module One: Getting Started

  • Icebreaker
  • Ground Rules
  • The Parking lot
  • Workshop Objectives
  • Action Plans And Evaluation Forms


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! (even if not in person)
  • 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 (not jumping to conclusions)
  • 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

  • We'll share our tips at the workshop!


Module Twelve: Wrapping Up

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