Customer Service Skills

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Download the outline in PDF format

 

Description:     Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service.

Days:                1


Unit 1: Winning with the Customer

·         Do You Have What It Takes to Win with the Customer?

·         Comparing Customer Service to a Refrigerator

·         What Is Quality Customer Service?

·         Four Reasons Why Quality Service is Important

·         Adopting a Customer Service Perspective

·         Why Winning at Customer Service is Important to You

·         Summary

 

Unit 2: Showing a Positive Attitude

·         Why a Positive Attitude Is Important

·         Communicate Your Best Image

·         Monitoring the Sound of Your Voice

·         Using the Telephone Effectively

·         Staying Energized

·         Summary and Follow-Up

 

Unit 3: Identifying Customer Needs

·         Identifying Customer Needs

·         Understanding Basic Needs

·         Recognizing Customer Timing Requirements

·         Stay One Step Ahead of Your Customers

·         Remaining Attentive

·         Using a CRM System

·         Summary

 

Unit 4: Providing for the Needs of Your Customers

·         Providing for Your Customers' Needs

·         Meeting Basic Customer Service Needs

·         Performing Important Backup Duties

·         Sending Clear Messages

·         Saying the Right Thing

·         Selling Your Organization's Uniqueness

·         Meeting the Computer Challenge

·         Preparing for the Unexpected

·         Summary

 

Unit 5: Making Sure Your Customers Return

·         Making Sure Your Customers Return

·         Soliciting Customer Feedback

·         Handling Complaints Effectively

·         Getting Difficult Customers on Your Side

·         Taking That One Extra Service Step

·         Reviewing the Actions that Cause a Customer to Return

·         Striving for Quality Customer Service

Sorry, there are no upcoming classes. Feel free to contact us if you're interested in us putting a class together.




Price: $295