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Soft skills training materials to teach:

Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines 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. Or maybe you’re a company owner, serving your staff and your customers.
This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

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This trainer's courseware kit includes everything you need to teach
Customer Service soft skills training:



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Unlimited Users
Unlimited Printing Rights
All Components are Completely Customizable!

 

 

 

Customer Service Course Outline:
 

Module One: Getting Started
Icebreaker
Ground rules
The parking lot
Workshop objectives
Action plans and evaluation forms
   
Module Two: Who We Are and What We Do
Who Are Customers? (internal/external)
What is Customer Service?
Who Are Customer Service Providers?
   
Module Three: Establishing Your Attitude
Appearance Counts! (even if not in person)
The Power of a Smile
Staying Energized
Staying Positive
   
Module Four: Identifying and Addressing Their Needs
Understanding the Customer’s Problem
Staying Outside the Box (not jumping to conclusions)
Meeting Basic Needs
Going the Extra Mile
   
Module Five: Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
   
Module Six: In-Person Customer Service
Dealing With At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Communication
Using Body Language to Your Advantage
   
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
Examples: Chat or e-mail
   
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
   
Module Eleven: Ten Things You Can Do To WOW Every Time
We’ll share our tips at the workshop!
   
Module Twelve: Wrapping Up
Words from the Wise
Review of Parking Lot
Lessons Learned
Completion of Action Plans and Evaluations
   

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