Customer Service Workshop




Workshop Objectives Research has consistently demonstrated that when clear goals are associated with learning, the learning occurs more easily and rapidly.

With that in mind, let review our goals.

By the end of this workshop, you should be able 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 customer 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 Duration 2 days

Module One: Getting Started

Module Two: Who We Are and What We Do

Module Three: Establishing Your Attitude

Module Four: Identifying and Addressing Customer Needs.

Module Five: Generating Return Business.

Module Six: In-Person Customer Service.

Module Seven: Giving Customer Service over the Phone.

Module Nine: Recovering Difficult Customers.

Module Ten: Understanding When to Escalate.

Module Eleven: Ten Things You Can Do to WOW Customers Every Time.

Module Twelve: Wrapping Up.