Course Description
Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high-quality service and assistance before, during, and after the customer's requirements are met.
This highly interactive customer service training course is designed to provide the foundation for quality customer service and focuses on building life-long customer relationships strategies.
What Do Participants Learn?
- Highlight The Importance Of Service Standards And Their Impact On A Customer's Experience
- Help Your Team To Think In A Customer-centric Way
- Explain Service Language And Its Importance In Communicating With Customers
- Offer Suggestions For Managing Service-related Stress
Who Should Attend?
- Customer Representatives
- Customer Care Managers
- General Managers
- All Staff
What Will the Learning Experience Include?
Phase: 1
Introduce
- Comprehensive pre-program activities include:
- Web-based information forms & surveys completed by attendee.
- Direct consultation with the attendee about the expectations.
- During the training, participants engage in data, activities, and conversations that lead to insight and knowledge.
- Participants learn from expert trainers who have both academic and business experiences.
- Highly applicable training content & instructive activities for adding depth to training topics.
- **A half-day site visit for integrating the experience & plan next steps. Opportunities to provide connections, ideas & support.
Phase: 2
Explore & Practice
Phase: 3
Apply
- Apply & sustain the learning experience by using this ongoing support:
- To ensure participant has new skills or behavior progress.
- Optional, fee-based mentoring & coaching with the trainer.
- Training materials & additional documents (e-books, pdf files, presentations and articles)
- Evaluate your training experience by giving us feedbacks and help us to reach our organizational goals.
- Participant's Evaluation
- Trainer's Evaluation
Phase: 4
EVALUATE
Section One:
- 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
Section Two:
- Internet Customer Skills
- The Internet Customer
- E-mail
- E-mail Communication Guidelines
- Online Chat
- Internet Customer Skills
- Scripted Responses
- Introduction
- Placing A Chat On Hold
- Closing A Chat Session
- Websites
- Knowledge Base
- FAQ
- Auto Responder
- Customer Online Support
Section Three:
- Time Management Strategies
- Time Management
- Taking Control Of Your Time
- Time Analysis: Task Identification
- Task Analysis
- Personal Suitability
- Efficiency
- Task Analysis
- Task Prioritization
- Relative Importance
- Time-frame
- Time Wasters
Section Four:
- Stress Management Strategies
- Stress Management
- What Is Stress?
- What Causes Stress?
- Stress Symptoms
- What Can Be Done To Manage Or Even Eliminate Stress?
- Do Something That You Love
- Don’t Feel Responsible To Solve Every Situation
- Have A Hobby
- Rest, Take That Vacation
- Exercise
- Be Organized
- We All Make Mistakes
Section Five:
- 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