BSS Cust Serv

Customer Service

Course length: 2.0 day(s)

Course Description
Customers are hard to come by and today’s successful organizations deliver stellar customer service to keep and gain the competitive edge. Every employee needs to understand what your customer wants and expects from your company and be flexible in meeting those demands. Learn to treat your customer as a partner not an adversary. The ultimate goal is to make it easy and enjoyable for your customer to do business with your company.

Course Objective
Access your current service practices, procedures and policies. Initiate an action plan and implement tools to provide world-class service.

Target Audience
Service Managers, General Managers and any employee dealing directly or indirectly with your companies customers.

Course Content

Lesson 1: Introduction to Customer Service
Topic 1A: What Is Customer Service?
Topic 1B: Who Are Your Customers?
Topic 1C: When & Where Does Customer Service Take Place?
Topic 1D: The Need For Customer Service
Topic 1E: What Does Customer Service Mean To You?
Topic 1F: Developing A Customer Friendly Attitude
Topic 1G: Excitement Is Contagious

Lesson 2: Communication Skills
Topic 2A: Developing Effective Communication Skills
Topic 2B: Non-Verbal Communication Skills
Topic 2C: Verbal Communication Skills
Topic 2D: The Choice Of Words
Topic 2E: Tone Of Voice
Topic 2F: Presenting A Professional Image

Lesson 3: Customer Analysis: Knowing Your Customer
Topic 3A: Knowing Your Customer
Topic 3B: Assertive
Topic 3C: Analytical
Topic 3D: Amiable
Topic 3E: Dominant Behavioral Style
Topic 3F: Emotional Intelligence
Topic 3G: Understanding the Personality Style Inventory: Yours and Others

Lesson 4: Calming Upset Customers
Topic 4A: What Makes Customers Upset
Topic 4B: Avoiding Upsets
Topic 4C: Guidelines to Calming Upset Customers
Topic 4D: Calming Yourself

Lesson 5: Telephone Customer Service
Topic 5A: Telephone Customer Service
Topic 5B: Mastering the Telephone
Topic 5C: Answering the Telephone
Topic 5D: Active Listening
Topic 5E: Putting Callers On Hold
Topic 5F: Transferring A Call
Topic 5G: Taking a Message
Topic 5H: Voice Mail
Topic 5I: Closing the Call

Lesson 6: Internet Customer Service
Topic 6A: Internet Customer Service
Topic 6B: E-Mail
Topic 6C: E-Mail Communication Guidelines
Topic 6D: Online Chat In A Business Setting
Topic 6E: Online Chat Professional Guidelines
Topic 6F: Online Chat – Using Scripted Responses
Topic 6G: Additional Customer Care Channels

Lesson 7: Time Management Strategies
Topic 7A: Necessary Time Management Strategies
Topic 7B: Taking Control Of Your Time
Topic 7C: Task Analysis
Topic 7D: Task Prioritization
Topic 7E: Time Wasters
Topic 7F: The Three Performance Tier Levels

Lesson 8: Effective Stress Management Strategies For The Customer Service Professional
Topic 8A: Stress Management
Topic 8B: What Causes Stress?
Topic 8C: Stress Symptoms
Topic 8D: What Can Be Done To Manage Or Eliminate Stress?

Suggested Reading: Emotional Intelligence 2.0 by Travis Bradberry and Jean Greaves, The Personality Code by Travis Bradberry, Emotions Revealedby Paul Ekman, Reading People by Jo-Ellan Dimitrius, Ph.D., and What Every Body Is Saying by Joe Navarro.