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Customer Service Training

presented by Academy of Business Training
View the Academy of Business Training Profile and Course Listings

Summary

The Customer Service class will look at all types of customers and how we can serve them better and improve ourselves in the process.

Workshop Description/Agenda

  • Learn industry recommended business writing procedures and best practices.
  • Learn from a professional with 30+ years business experience.

It is safe to say, most businesses you deal with fail to deliver superior customer service. No one was born knowing this skill...it is a learned trait.  

How can you expect to deliver the kind of customer service that wows your customers if you do not train to do so?  Poor or no customer service training can have a devastating impact on the bottom line. It costs you six times more to attract a new customer than it does to keep an existing one.  A typical dissatisfied customer will tell eight to ten people about their problem.  Seven of ten customers will do business with you again…if you resolve the complaint in their favor.  If you resolve a complaint on the spot, 95% of customers will do business again.  Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual. 

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. Maybe you're a company owner serving your staff and your customers.

The Customer Service class 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 skill set including in person and over the phone techniques, dealing with difficult customers, and generating return business.

Each Student Receives:

  • A student manual or textbook for use during and after the class.
  • Instruction from an experienced business professional (minimum of 3 years) with at least five years in a corporate senior management position (CEO, President, COO, Vice President, CFO).
  • Real life exercises to support training materials.
  • Individual attention (classes are limited to four students).
  • Personalized Certificate of Completion


Class Outline

Introduction: Getting Started
Workshop Objectives

Module One: Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?

Module Two: Establishing Your Attitude
Be In the Know
Behavior that Turns-Off Customers
What Can You Do Right Away To Improve Customer Service?
Applying What You Have Learned

Module Three: Communication Skills
Excellent Service through Effective Communication
Listening Skills
Verbal Communication Skills
Non-verbal Communication Skills

Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Measuring Your Customer Efforts

Module Five: Generating Return Business
Following Up
Addressing Complaints
Recovering from a Service Breakdown
Establishing Customer Trust

Module Six: In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service

Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks

Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions

Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats

Closing: Wrapping Up


What Students Are Saying...

"Lots of information on the little things you overlook when talking to customers."
J.C.
Cincinnati, OH

"Most in-depth training I have received."
S.R.
Cincinnati, OH

"Very educational and eye opening. I learned in-depth things I thought were not serious."
J. L.
Cincinnati, OH

Who Should Attend

Customer Service Personnel

Additional Information

Training Provider: Academy of Business Training

Course Topics: Customer Service Training > Customer Service Fundamentals

Training Course Summary: The Customer Service class will look at all types of customers and how we can serve them better and improve ourselves in the process.


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