Customer Service

Such 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.

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’s 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 customers’ 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

• Who We Are and What We Do
  • External Customers
  • Internal Customers
  • What Is Customer Service?
  • Who Are Customer Service Providers?

• Establishing Your Attitude
  • Appearance Counts! (even if not in person)
  • The Power of a Smile
  • Staying Energized
  • Staying Positive

• Identifying and Addressing Customer Needs
  • Understanding the Customer’s Situation
  • Staying Outside the Box (not jumping to conclusions)
  • Meeting Basic Needs
  • Going the Extra Mile

• Generating Return Business
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around

• In-Person Customer Service
  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage

• Giving Customer Service over the Phone
  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks for Providing Customer Service over the Phone

• Providing Electronic Customer Service
  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Email Etiquette: The Do’s and Don’ts of Email
  • Tips and Tricks
  • Examples: Eliminate Electronic Ping Pong

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

• Understanding When to Escalate
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

• Ten Things You Can Do to WOW Customers Every Time
  • Ten Things You Can Do to WOW Customers Every Time