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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.