Course Outline
1 - Customer Service – A Baseline
- Recognizing Your Customers
- Understanding Your Role in Customer Service
2 - Developing A Customer Service Mind-Set
- Leveraging Your First Impression
- Feeling Positively About Customers
- Mastering Moods and Emotions
3 - Identifying Customer Needs
- Understanding the Customer’s Situation
- Avoiding Assumption and Prejudgment
- Meeting Basic Needs
- Seeking to Exceeding Expectations
- Building Repeat Relationships
4 - Connecting with the Customer
- Achieving Authenticity through Body Language
- Responding Effectively to Problems
- Mastering Online Etiquette
- Seeking Customer Feedback
5 - Dealing with Difficult Situations
- Effectively Addressing Complaints
- De-escalating Anger
- Establishing Common Ground
- Remaining Calm, Respectful and Objective
6 - Effectively Addressing Complaints
- Creating a Memorable Customer Experience
Target Audience
Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customers.