Delivering Exceptional CustomerService
Module 1: Getting Started
This module introduces participants to the workshop,details the workshop schedule, and provides participants an opportunity toidentify their personal learning objectives.
Module 2: What is Customer Service?
To begin, participants define customer service andidentify key components of delivering exceptional customer service.
Module 3: Who are your Customers?
Next, students learn how to use questions tounderstand customer needs and how to meet those needs.
Module 4: Meeting Expectations
This module focuses on the four critical areas ofcustomer expectations, and students identify methods to meet or exceed customerexpectations.
Module 5: Presenting Yourself Properly
To the customer, you are the organization. For manypeople, their impression of your organization or department is determined bytheir interaction with you. Learn how to present yourself professionally andpositively.
Module 6: Communication
Poor communication is responsible for 87% of allwork-related problems. In this module, students define communication, understandcommunication barriers, and develop skills to build customer relationships.
Module 7: Telephone Techniques
Next, students learn how to build good customerexperience through the telephone.
Module 8: Providing Electronic Customer Service
A growing number of customer interactions are takingplace online. Students will learn ten tips to communicate effectively online.
Module 9: Handling Difficult Customers
One of the hardest challenges customer service staffface is dealing with difficult customers. In this module, students identify thecauses of difficult behavior, learn coping strategies and the customer serviceresolution process.
Module 10: Increasing Your Assertiveness
In this module, students learn how to effectively usethe assertiveness formula to express thoughts and feelings in a direct, honest,and appropriate manner.
Module 11: Customer Service Problem Solving
Problem solving is an essential tool for anyone incustomer service. Learn how to identify a customer's problem, develop solutionswith the customer, and recover the customer.
Module 12: Service PRIDE is a Team Effort
This lesson will look at five things that the companyas a team can do to improve customer service.
Module 13: Ten Things to WOW Your Customers
Meeting the basic needs of customers is only the firststep in providing great customer service. If you want to make a lastingimpression on customers, you need to go the extra mile.
Module 14: Wrapping Up
At the end of the day, students will have anopportunity to ask questions and fill out a personal action plan.