Customer Service Course Outline

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 yourcustomers.

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 1: Getting Started

• Icebreaker
• Housekeeping Items

Workshop Objectives

Module 2: Who We Are and What We Do

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

Module 3: Establishing Your Attitude

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

Module 4: Identifying and Addressing Their Needs

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

Module 5: Generating Return Business

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around

Module 6: 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 7: Giving Customer Serviceover the Phone

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

Module 8: Providing Electronic Customer Service

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

Module 9: Recovering Difficult Customers

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

Module 10: Understanding When to Escalate

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

Module 11: Ten Things You Can Do To WOW Every Time

• Ten Tips

Module 12: Wrapping Up

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