Program Outline

What is good customer service? How can good customer service be turned into great customer service? What are the pitfalls that many people fall into when trying to deliver customer service? Does attitude count? What is the best way to handle difficult customers? What techniques can be used to reduce customer service stress? Find out the answers to those and other important customer service questions during this information-packed training session. Participants will learn what good service is, how to project a customer friendly image, how to handle demanding customers, and more.

Program Objectives

As a participant, at this program's conclusion you should be able to:

 Describe high quality customer service.

 List the benefits of providing good customer service to both internal and external customers.

 Identify barriers to providing high quality customer service.

 Apply techniques for dealing with angry or upset customers by successfully answering case   studies.

 Demonstrate how to measure customer satisfaction levels and take corrective action if needed by   successfully answering case studies.

 Understand and identify different behavioral styles and adapt as necessary. Successful   understanding will be demonstrated through correct completion of case studies.

 Develop an action plan to improve your customer service skills.

Course Outline

 What an Attitude! - Where Service Excellence Starts

 The Communication Jungle - Understanding Different Communication Styles

 It's Not What You Say... - Rephrasing for Better Relationships

 Dealing with Difficult Customers

 Tools of the Trade - Voicemail, Email, Memos, and More

When used poorly, certain office communication tools designed to improve business communication and customer service do exactly the opposite. Anyone who has ever sent a misinterpreted email can attest to this fact. From writing style and grammar to telephone etiquette, this module reviews customer service communication tools and how to use them for maximum effectiveness.

 Contribution towards change

This action-oriented module looks at an organization's current customer service practices and asks participants to list the things that they personally and as a group could do immediately, within a few weeks, and within a few months to improve customer service.