In this two-day workshop, learners will understand how to take care of customers’ needs by providing professional and good quality service and assistance before, during and after customers’ requirements are met. Topics in this workshop include understanding what customer service is and who customers are, how to communicate with and meet expectations of customers, problem-solving techniques and process, telephone handling techniques, and dealing with difficult situations.
Course Objectives:
Specific learning objectives include:
- Understanding what a customer service approach is
- Understanding how your own behavior affects the behavior of others
- Demonstrating confidence and skill as a problem solver
- Applying techniques to deal with difficult customers
- Knowing how to provide excellent customer service
Course Content:
What is Customer Service?
This session will define customer service, take a look at who your customers are, and how to meet their basic needs and expectations.
Pre-Assignment Review
Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.
Setting Goals
During this session, we will look at setting long- and short-term goals and creating a personal vision.
The Critical Elements of Customer Service
This session introduces the six elements of customer service that form the basis of this workshop. Participants will also learn about the first element: a customer service focus.
The Second Critical Element – Procedures
In this session, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.
The Third Critical Element – Alignment
Next, participants will explore why customer service must be a philosophy that is practiced by all employees.
The Fourth Critical Element – Problem-solving
We will look at a seven-step plan for solving customer service problems. Then, participants will practice using the plan in a role play.
The Fifth Critical Element – Measurement
The only way to know what’s really going right and wrong is to measure regularly. This session will give participants some ideas for measuring customer service.
The Sixth Critical Element – Reinforcement
Next, participants will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.
Communication Skills
This session will give participants an introduction to key communication skills, including empathy, body language, asking questions, and listening.
Telephone Techniques
This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.
Dealing with Difficult Customers
During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
Dealing with Challenges Assertively
There are many types of unexpected challenges that we encounter every day. Participants will work in small groups to develop responses to some of these issues.
Dealing with Difficult People
This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.
Reflective Practice
This session takes a look at how to study your own experiences to improve the way you work.
Dealing with Stress
This session will offer some quick, easy ways to destress in any place, at any time.
Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
