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.

Call toll free 1 (877) 477-3250 to book this workshop.

Customer Service :

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