1 - Customer Service – A Baseline
Recognizing Your CustomersUnderstanding Your Role in Customer Service
2 - Developing A Customer Service Mind-Set
Leveraging Your First ImpressionFeeling Positively About CustomersMastering Moods and Emotions
3 - Identifying Customer Needs
Understanding the Customer’s SituationAvoiding Assumption and PrejudgmentMeeting Basic NeedsSeeking to Exceeding ExpectationsBuilding Repeat Relationships
4 - Connecting with the Customer
Achieving Authenticity through Body LanguageResponding Effectively to ProblemsMastering Online EtiquetteSeeking Customer Feedback
5 - Dealing with Difficult Situations
Effectively Addressing ComplaintsDe-escalating AngerEstablishing Common GroundRemaining Calm, Respectful and Objective
6 - Effectively Addressing Complaints
Creating a Memorable Customer Experience
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customers.