Course Synopsis

A customer can be defined as anyone who uses a service. Therefore, if you provide a service, people will rely on you to do a job that is professional and well done. Customer service is critical so that your customers return for business and always have an easy and enjoyable experience with you. 

Whether you're in the front lines of a company or making sure everything is running smoothly, customer satisfaction is very important. This course will show you how we can improve customer service and improve ourselves in the process. You will learn how to meet your customer's basic needs and show that you are committed to providing the best service possible. 


Course Objectives

  • State what customer service means in relation to all your customers, both internal and external
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Use outstanding customer service to generate return business
  • Build good will through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal with difficult customers

Course curriculum

  • 1

    Getting Started

    • Module 1 - Introduction

    • Module 1 - Getting Started

    • Module 1 - Workshop Objectives
  • 2

    Who We Are and What We Do

    • Module 2 - Who We Are and What We Do

    • Module 2 - Who Are Customers?

    • Module 2 - What is Customer Service?

    • Module 2 - Who are Customer Service Providers?

    • Module 2 - Video

    • Module 2 - Quiz
  • 3

    Establishing Your Attitude

    • Module 3 - Establishing Your Attitude

    • Module 3 - Appearance Counts!

    • Module 3 - The Power of a Smile

    • Module 3 - Staying Energized

    • Module 3 - Staying Positive

    • Module 3 - Video

    • Module 3 - Quiz
  • 4

    Identifying and Addressing Customer Needs

    • Module 4 - Identifying and Addressing Customer Needs

    • Module 4 - Understanding the Customer's Situation

    • Module 4 - Staying Outside the Box

    • Module 4 - Meeting Basic Needs

    • Module 4 - Going the Extra Mile

    • Module 4 - Video

    • Module 4 - Quiz
  • 5

    Generating Return Business

    • Module 5 - Generating Return Business

    • Module 5 - Following Up

    • Module 5 - Addressing Complaints

    • Module 5 - Turning Difficult Customers Around

    • Module 5 - Video

    • Module 5 - Quiz
  • 6

    In-Person Customer Service

    • Module 6 - In-Person Customer Service

    • Module 6 - Dealing with At-Your-Desk Requests

    • Module 6 - The Advantages and Disadvantages of In-Person Customer Service

    • Module 6 - Using Body Language to Your Advantage

    • Module 6 - Video

    • Module 6 - Quiz
  • 7

    Giving Customer Service Over the Phone

    • Module 7 - Giving Customer Service Over the Phone

    • Module 7 - The Advantages and Disadvantages of Telephone Communication

    • Module 7 - Telephone Etiquette

    • Module 7 - Tips and Tricks

    • Module 7 - Video

    • Module 7 - Quiz
  • 8

    Providing Electronic Customer Service

    • Module 8 - Providing Electronic Customer Service

    • Module 8 - The Advantages and Disadvantages of Electronic Communication

    • Module 8 - Understanding Netiquette

    • Module 8 - Tips and Tricks

    • Module 8 - Eliminate Electronic Ping Pong

    • Module 8 - Video

    • Module 8 - Quiz
  • 9

    Recovering Difficult Customers

    • Module 9 - Recovering Difficult Customers

    • Module 9 - De-Escalating Anger

    • Module 9 - Establish Common Ground

    • Module 9 - Setting Your Limits

    • Module 9 - Managing Your Own Emotions

    • Module 9 - Video

    • Module 9 - Quiz
  • 10

    Understanding When to Escalate

    • Module 10 - Understanding When to Escalate

    • Module 10 - Dealing with Vulgarity

    • Module 10 - Dealing with Legal and Physical Threats (I)

    • Module 10 - Video

    • Module 10 - Quiz
  • 11

    Ten Things You Can Do to WOW Customers Every Time

    • Module 11 - Ten Things You Can Do to WOW Customers Every Time

    • Module 11 - Ten Tips (I)

    • Module 11 - Ten Tips (II)

    • Module 11 - Video

    • Module 11 - Quiz
  • 12

    Wrapping Up

    • Module 12 - Wrapping Up

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