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Back to the Workplace Essentials

Customer Service

We all serve customers, whether we recognize it or not. Maybe you work on the front lines of a corporation, helping the customers who purchase your products. Perhaps you are an accountant, assisting employees by issuing pay checks and keeping the company functioning. Or perhaps you are a business owner who serves your employees and clients.

The Customer Service session will focus on all types of clients and how we can better serve them while also improving ourselves. Your participants will receive a comprehensive skill set that includes in-person and over-the-phone procedures, dealing with tough customers, and creating repeat business.

INR 199 / USD 10

  • 2 weeks
  • 7–10 hours per week
Enroll Now
Workplace Essentials

Module 1

  • Who We Are and What We Do
  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?
  • Knowledge Check

Module 2

  • Establishing Your Attitude
  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
  • Knowledge Check

Module 3

  • Identifying and Addressing Customer Needs
  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
  • Knowledge Check

Module 4

  • Generating Return Business
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
  • Knowledge Check

Module 5

  • In-Person Customer Service
  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage
  • Knowledge Check

Module 6

  • Giving Customer Service over the Phone
  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks
  • Knowledge Check

Module 7

  • Providing Electronic Customer Service
  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Tips and Tricks
  • Eliminate Electronic Ping Pong
  • Knowledge Check

Module 8

  • Recovering Difficult Customers
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
  • Knowledge Check

Module 9

  • Understanding When to Escalate
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
  • Knowledge Check

  Module 10  

  • Ten Things You Can Do to WOW Customers Every Time
  • Ten Tips
  • Knowledge Check

Assessment

  • Post-Test

INR 199 / USD 10

  • 2 weeks
  • 7–10 hours per week
Enroll Now