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

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