Customer Service

Course Number
A-CS101
Course Objective

Customer Service Module Outline

  1. CUSTOMER SERVICE
  2. LEARNING OBJECTIVES
  1. WHO WE ARE AND WHAT WE DO
  2. WHO ARE CUSTOMERS?
  3. GROUP ACTIVITY
  4. CUSTOMER RELATIONS POTENTIAL SCALE
  5. EXTERNAL CUSTOMERS
  6. INTERNAL CUSTOMERS
  7. WHAT IS CUSTOMER SERVICE?
  8. WHO ARE CUSTOMER SERVICE PROVIDERS?
  • ESTABLISHING YOUR ATTITUDE
  1. ATTITUDE ACTIVITY
  2. APPEARANCE COUNTS
  3. The Power of a Smile
  4. Staying Energized
  5. Staying Positive
  1. IDENTIFYING AND ADDRESSING CUSTOMER NEEDS
  2. UNDERSTANDING THE CUSTOMER’S SITUATION
  3. STAYING OUTSIDE THE BOX
  4. MEETING BASIC NEEDS
  5. Friendliness
  6. Understanding and Empathy
  7. Fairness
  8. Control
  9. Options and Alternatives
  10. Information
  11. GOING THE EXTRA MILE
  1. GENERATING RETURN BUSINESS
  2. FOLLOWING UP
  3. ADDRESSING COMPLAINTS
  4. Turning Difficult Customers Around
  1. IN-PERSON CUSTOMER SERVICE
  2. DEALING WITH AT-YOU-DESK REQUESTS
  3. THE ADVANTAGES AND DISADVANTAGES OF IN-PERSON CUSTOMER SERVICE
  4. Using Body Language to Your Advantage
  • CUSTOMER SERVICE OVER THE PHONE
  1. THE ADVANTAGES AND DISADVANTAGES OF TELEPHONE COMMUNICATION
  2. TELEPHONE ETIQUETTE
  3. TIPS AND TRICKS
  • PROVIDING ELECTRONIC CUSTOMER SERVICE
  1. THE ADVANTAGES AND DISADVANTAGES OF ELECTRONIC COMMUNICATION
  2. UNDERSTANDING NETIQUETTE
  3. TIPS AND TRICKS
  1. RECOVERING DIFFICULT CUSTOMERS
  2. DE-ESCALATING ANGER
  3. ESTABLISHING COMMON GROUND
  4. SETTING YOUR LIMITS
  5. MANAGING YOUR OWN EMOTIONS
  6. Understanding When to Escalate
  7. Dealing with Vulgarity
  8. Coping with Insults
  9. Dealing with Legal and Physical Threats
Course Prerequisite
Certification Offered
No
Course Length
4 hours
Max Attendee
25
Minimum Attendee
5
Pass/Fail
No
Course Owner
AIDT
Course Cost
Lunch provided

Having a strong customer service team is important to any organization and it often plays a key role in client satisfaction and the building of a loyal customer base.

The learning objective of this module is to teach participants about all types of customers and how we can serve them better and improve ourselves in the process.




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