n today’s interconnected world, every individual plays a role in customer service, whether they directly engage with clients or support them indirectly. This comprehensive course delves into the nuances of customer service, catering to diverse scenarios and stakeholders. From frontline employees to company owners, participants will enhance their service skills, ultimately enriching customer experiences and fortifying professional growth.
Course Outline:
Module One: Getting Started
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Introduction to Customer Service
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Workshop Objectives
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Action Plans
Module Two: Who We Are and What We Do
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Understanding Customers (Internal/External)
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Defining Customer Service
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Identifying Customer Service Providers
Module Three: Establishing Your Attitude
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The Importance of Attitude
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Appearance and Its Impact
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Harnessing the Power of a Positive Outlook
Module Four: Identifying and Addressing Their Needs
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Understanding Customer Problems
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Thinking Creatively to Solve Issues
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Going Above and Beyond Basic Expectations
Module Five: Generating Return Business
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Following Up with Customers
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Addressing Complaints Effectively
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Strategies for Turning Difficult Customers into Loyal Ones
Module Six: In-Person Customer Service
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Handling At-Your-Desk Requests
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Leveraging Body Language for Effective Communication
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Pros and Cons of In-Person Interaction
Module Seven: Giving Customer Service over the Phone
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Telephone Communication Dynamics
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Telephone Etiquette
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Tips and Tricks for Effective Phone Support
Module Eight: Providing Electronic Customer Service
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Understanding Electronic Communication Platforms
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Netiquette Guidelines
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Best Practices for Chat or Email Support
Module Nine: Recovering Difficult Customers
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De-escalation Techniques
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Establishing Common Ground
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Knowing When to Escalate Issues
Module Ten: Understanding When to Escalate
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Managing Extreme Customer Behavior
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Dealing with Legal and Physical Threats
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Strategies for Maintaining Professionalism
Module Eleven: Ten Things You Can Do To WOW Every Time
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Expert Insights and Tips for Exceptional Service
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Workshop Discussion and Sharing of Best Practices
Module Twelve: Wrapping Up
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Lessons Learned
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Completion of Action Plans
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Final Thoughts and Reflections
This course is designed to equip participants with the skills and strategies needed to excel in customer service across various channels and situations. Through interactive sessions and practical exercises, individuals will learn how to exceed customer expectations, foster loyalty, and contribute positively to organizational success.
