Training Course Syllabus:

CUSTOMER SERVICE EXCELLENCE ONLINE TRAINING 24/7

Customers today are not only interested in the product you offer. Service is an essential part of the mix – from the greeting they receive to the help they get when they have a question or complaint. Quality customer service will differentiate you from your competitors and give you the competitive advantage you need to be successful and grow your business in today’s tough business climate.

This CUSTOMER SERVICE course will look at all types of customers and how you can better serve them and improve yourself and your organization in the process. Participants will be provided a strong skill set including in-person, over the phone and electronic techniques, dealing with difficult customers, and generating return business.

Participants will learn to:

• Understand the “true meaning” of customer service
• Learn how to improve both external and internal customer service.
• Recognize how attitude affects customer service.
• Identify customers’ needs.
• Learn to practice the art of quality customer service to win and keep customers.
• Learn to build good will through in-person customer service
• Learn to provide quality customer service over the phone
• Learn to connect with customers through online tools
• Learn how to deal with difficult customers
• Learn ten things to do to WOW customers every time
• Reduce inefficiencies and expenses, and grow revenue

What You Will Cover:

Who We Are and What We Do
• Internal/External Customers
• Customer Service Providers

Establishing Your Attitude
• Appearance
• Smile
• Energized
• Positive

Identifying and Addressing Customer Needs
• Understanding the Problem
• Staying Outside the Box
• Basic Needs
• The Extra Mile

Generating Return Business
• Following Up
• Complaints
• Difficult Customers

In-Person Customer Service
• At-Your-Desk Requests
• Communication
• Advantages and Disadvantage

Giving Customer Service over the Phone
• Advantages and Disadvantages
• Communication
• Etiquette
• Tips and Tricks

Electronic Customer Service
• Advantages and Disadvantages
• Etiquette
• Tips and Tricks
• Examples

Recovering Difficult Customers
• Anger
• Common Ground
• Limits
• Emotions

Understanding When to Escalate
• Dealing with and Coping

Ten Things You Can Do To WOW Every Time
• We'll share our tips in the training!

Lessons Learned

Action Plans

Credits:  Certificate of Completion

Registration Fee:
$195 (regularly $395)

Tuition Covers:
• Comprehensive Training Manual
• Training Exercises and Quizzes
• Quick Reference Materials
• Certificate of Course Completion
• Self-paced Learning – 24/7
• Instructor Interaction via Email

Class Time:  Virtual Training
 

Trainers
Our trainers are experience energetic, engaging and enthusiastic learning and development professionals with many years’ experience as hands-on practitioners in the government, non-profit and private sectors in areas such as training managers, supervisors, managers, executives, mediators, entrepreneurs, etc. They share a passion to use their experiences and skills to enhance individual growth and productivity while supporting business and organizational strategies. They have faced the challenges and can help you develop the real solutions you need to achieve individual and organizational success in today’s competitive environment.

Questions During and After the Training
For questions and other needed input during the training, you may contact the presenter via email sent directly from the online course, thereby including the slide in question with the email to aid the presenter’s response. For questions you may have before the training and/or after you complete the training, you may email us and we will provide you with a prompt response. Our customers are our top priority and we welcome the opportunity to empower you to succeed.

Seminar Summary:

Quality customer service will help you win new and keep existing customers, improve internal operations and reduce inefficiencies and expenses. It is an essential element for success in today’s competitive environment.  (see full course description)

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