Excellence in Service - Basic

Price
$395.00
Duration
 1 Day
Delivery Methods
 VILT    Private Group

Identify customer types, set customer expectations and maintain a positive attitude when working with customers.

 

Upcoming Class Dates and Times

Dec 04, 2020
8:00AM - 4:00PM Central
1 Day
Virtual Instructor Led
 GTR
Feb 25, 2021
8:00AM - 4:00PM Central
1 Day
Virtual Instructor Led
 GTR

Agenda

1 - Customer service fundamentals
  • Customer service and customers
  • Understanding the importance of good service
  • Identifying the types of customers
  • Customer interaction
  • Building rapport with customers
  • Communicating with customers
  • Customer expectations
  • Responding to a customer
  • Exceeding customer expectations
2 - Customer service skills
  • Attitude and attention
  • Demonstrating a positive attitude
  • Providing extra attention
  • Quality of service
  • Providing good customer service
  • Discussing the steps in service process
  • Problem resolution
  • Learning from problems
  • Resolving problems
3 - Customer management
  • Dissatisfied customers
  • Understanding a dissatisfied customer
  • Preventing dissatisfaction
  • Handling dissatisfied customers and complaints
  • Angry customers
  • Handling an angry customer
  • Diffusing anger through listening
  • Upset customers
  • Discussing the basics of serving an upset customer
  • Serving an upset customer
  • Stress in service situations
  • Controlling your emotions
  • Reducing stress
4 - Customer communication
  • Communication fundamentals
  • Understanding clear communication
  • Analyzing communication breakdown
  • Interpersonal communication
  • Communicating clearly with customers
  • Understanding nonverbal and verbal aspects
  • Telephone skills
  • Providing good service on the telephone
  • Understanding telephone etiquette
  • E-mail etiquette
  • Composing effective e-mail messages
  • Using attachments effectively