SMC 500 EXCELLENCE IN CUSTOMER SERVICE
SMC 500 EXCELLENCE IN CUSTOMER SERVICE
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An interactive 2-day course for those looking for effective tools and techniques to ensure customer service excellence
An interactive 2-day course for those looking for effective tools and techniques to ensure customer service excellence
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
This Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. You will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Objectives
Objectives
State what customer service means in relation to all your customers, both internal and external
Recognize how your attitude affects customer service
Use outstanding customer service to generate return business
Provide outstanding customer service over the phone
Connect with customers through online tools
This Course Is For
This Course Is For
This course is for those who want to:
identify customers' needs
build good will through in-person customer service
learn how to deal with difficult customers
upgrade their customer service skills
Outline
Outline
Module 1: Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Module 2: Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Module 3: Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Module 4: Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
Module 5: In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service
Using Body Language to Your Advantage
Module 6: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
Module 7: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong
Module 8: Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Module 9: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Module 10: WOW Customers Every Time
Ten Tips
Wrapping Up
Q & A
Action Plan
If you'd like to learn more, choose the 'Buy This Course' button below and you'll be taken to the course enquiry page where you can WhatsApp us.
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