CUSTOMER SERVICE SKILLS

Course Description:

The Customer Service course provides the foundation for quality customer service and focuses on building life-long customer relationships by developing effective customer-care strategies. The Customer Service course module provides guidelines for emerging technologies such as Internet Chat. Additionally, this module uses various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.

Course Outline

Introduction to Customer Service 

  • What Is Customer Service?
  • Developing a Customer-Centric Mindset.
  • Who Are Your Customers?
  • Internal Customers.
  • External Customers.
  • When & Where Does Customer Service Take Place.
  • The Need for Customer Service.
  • Rewards.
  • Penalties.
  • What Does Customer Service Mean To You?
  • Unpleasant Experiences.
  • Satisfying Experiences.
  • Developing a Customer Friendly Attitude.
  • Evaluation.
  • Excitement is Contagious.

Customer Service: Communication Skills

  • Developing Effective Communication Skills
  • Presenting a Professional Image
  • Non-verbal Communication Skills
  • Body Language
  • Key Body Language Aspects
  • Physical Distance
  • Verbal Communication Skills
  • Choice of Words
  • Tone of Voice
  • The Choice of Words
  • May I
  • Please
  • Thank You
  • The Close
  • Being Positive
  • Tone of Voice
  • Inflection
  • Energy
  • Volume
  • Pace

Customer Analysis: Knowing your Customer 

  • Knowing Your Customer
  • Customer Expectations
  • Assertive Working Style – Results-Oriented
  • Analytical – Details-Oriented
  • Amiable – People-Oriented
  • Dominant Behavioral Style
  • Determining Your Level of Service

Calming Upset Customers 

  • What Makes Customers Upset?
  • Avoiding Upsets
  • What Can You Do To Avoid Upsets?
  • 5 Key Steps to Calming Upset customers
  • Accurately identify the problem.
  • Confirm The Customer’s Value
  • Synchronize & Summarize
  • Conclude By Affirming The Customer’s Value Again
  • What To Do When You Are Upset.

Telephone Customer Service 

  • Mastering The Telephone
  • Answering The Telephone
  • A Professional Greeting
  • Active Listening
  • Putting Callers On Hold
  • Recommendations
  • Transferring A Call
  • Taking A Message
  • Voice Mail
  • Closing The Call