Customer Service

  • $597.00
    Unit price per 

Customer Service

Each and every one of us serves customers, whether we realize it or not. Maybe you"re on the front lines 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.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skill set including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

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Everything you need to teach a one-day workshop for Customer Service:

  • Training Manuals
  • PowerPoint Slides
  • Instructor's Guide
  • Quick Reference Job Aids
  • Icebreakers, Activities,
     & Exercise Files
  • Pre-Assignments,
  • Promotional Advertorials
  • Lesson Plans with Flip Chart Notes

Also available: training video clips, editable books, audiobook workshops, e-learning, and cloud-based LMS.

Free Sample

Customer Service Outline:

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
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!
  • 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
  • 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
                                                          • Ten Tips
                                                          Module Twelve: Wrapping Up
                                                          • Words from the Wise
                                                          • Review of Parking Lot
                                                          • Lessons Learned
                                                          • Completion of Action Plans and Evaluations

                                                                                                            Other Course Kit's Available:

                                                                                                            1. Accountability in the Workplace
                                                                                                            2. Administrative Office Procedures
                                                                                                            3. Administrative Support
                                                                                                            4. Adult Learning - Mental Skills
                                                                                                            5. Adult Learning - Physical Skills
                                                                                                            6. Anger Management
                                                                                                            7. Appreciative Inquiry
                                                                                                            8. Archiving and Records Management
                                                                                                            9. Attention Management
                                                                                                            10. Basic Bookkeeping
                                                                                                            11. Being a Likeable Boss
                                                                                                            12. Body Language Basics
                                                                                                            13. Budgets and Financial Reports
                                                                                                            14. Building Confidence and Assertiveness
                                                                                                            15. Business Acumen
                                                                                                            16. Business Ethics
                                                                                                            17. Business Etiquette
                                                                                                            18. Business Succession Planning
                                                                                                            19. Business Writing
                                                                                                            20. Call Center Training
                                                                                                            21. Change Management
                                                                                                            22. Civility in the Workplace
                                                                                                            23. Coaching and Mentoring
                                                                                                            24. Coaching Salespeople
                                                                                                            25. Collaborative Business Writing
                                                                                                            26. Communication Strategies
                                                                                                            27. Conducting Annual Employee Reviews
                                                                                                            28. Conflict Resolution
                                                                                                            29. Contact Center Training
                                                                                                            30. Contract Management
                                                                                                            31. Creating a Great Webinar
                                                                                                            32. Creative Problem Solving
                                                                                                            33. Creativity: Thinking Outside the Box
                                                                                                            34. Crisis Management
                                                                                                            35. Critical Thinking
                                                                                                            36. Customer Service
                                                                                                            37. Customer Support
                                                                                                            38. Cyber Security
                                                                                                            39. Delivering Constructive Criticism
                                                                                                            40. Developing a Lunch and Learn
                                                                                                            41. Developing Corporate Behavior
                                                                                                            42. Developing Creativity
                                                                                                            43. Developing Emotional Intelligence
                                                                                                            44. Developing New Managers
                                                                                                            45. Digital Citizenship
                                                                                                            46. Diversity, Equity and Inclusion
                                                                                                            47. Employee Motivation
                                                                                                            48. Employee Onboarding
                                                                                                            49. Employee Recognition
                                                                                                            50. Employee Recruitment
                                                                                                            51. Employee Termination Processes
                                                                                                            52. Entrepreneurship
                                                                                                            53. Event Planning
                                                                                                            54. Executive and Personal Assistants
                                                                                                            55. Facilitation Skills
                                                                                                            56. Generation Gaps
                                                                                                            57. Goal Setting and Getting Things Done
                                                                                                            58. Handling a Difficult Customer
                                                                                                            59. Health and Wellness at Work
                                                                                                            60. High Performance Teams Inside the Company
                                                                                                            61. High Performance Teams Remote Workforce
                                                                                                            62. Hiring Strategies
                                                                                                            63. Human Resource Management
                                                                                                            64. Improving Mindfulness
                                                                                                            65. Improving Self-Awareness
                                                                                                            66. In Person Sales
                                                                                                            67. Increasing Your Happiness
                                                                                                            68. Internet Marketing Fundamentals
                                                                                                            69. Interpersonal Skills
                                                                                                            70. Job Search Skills
                                                                                                            71. Knowledge Management
                                                                                                            72. Leadership and Influence
                                                                                                            73. Leadership Development for Women
                                                                                                            74. Lean Process and Six Sigma
                                                                                                            75. Life Coaching Essentials
                                                                                                            76. Manager Management
                                                                                                            77. Managing Personal Finances
                                                                                                            78. Managing Workplace Anxiety
                                                                                                            79. Managing Workplace Harassment
                                                                                                            80. Marketing Basics
                                                                                                            81. Measuring Results From Training
                                                                                                            82. Media and Public Relations
                                                                                                            83. Meeting Management
                                                                                                            84. Middle Manager
                                                                                                            85. Millennial Onboarding
                                                                                                            86. mLearning Essentials
                                                                                                            87. Motivating Your Sales Team
                                                                                                            88. Multi-Level Marketing
                                                                                                            89. Negotiation Skills
                                                                                                            90. Networking Outside the Company
                                                                                                            91. Networking Within the Company
                                                                                                            92. Office Health and Safety
                                                                                                            93. Office Politics For Managers
                                                                                                            94. Organizational Skills
                                                                                                            95. Overcoming Sales Objections
                                                                                                            96. Performance Management
                                                                                                            97. Personal Branding
                                                                                                            98. Personal Productivity
                                                                                                            99. Presentation Skills
                                                                                                            100. Project Management
                                                                                                            101. Proposal Writing
                                                                                                            102. Prospecting and Lead Generation
                                                                                                            103. Public Speaking
                                                                                                            104. Respect in the Workplace
                                                                                                            105. Responsibility in the Workplace
                                                                                                            106. Risk Assessment and Management
                                                                                                            107. Safety in the Workplace
                                                                                                            108. Sales Fundamentals
                                                                                                            109. Self-Leadership
                                                                                                            110. Sensitivity Training
                                                                                                            111. Servant Leadership
                                                                                                            112. Social Intelligence
                                                                                                            113. Social Learning
                                                                                                            114. Social Media In The Workplace
                                                                                                            115. Social Media Marketing
                                                                                                            116. Stress Management
                                                                                                            117. Supervising Others
                                                                                                            118. Supply Chain Management
                                                                                                            119. Taking Initiative
                                                                                                            120. Talent Management
                                                                                                            121. Team Building For Managers
                                                                                                            122. Team Building Through Chemistry
                                                                                                            123. Teamwork and Team Building
                                                                                                            124. Telephone Etiquette
                                                                                                            125. Telework And Telecommuting
                                                                                                            126. Ten Soft Skills You Need
                                                                                                            127. The Cloud and Business
                                                                                                            128. Time Management
                                                                                                            129. Top 10 Sales Secrets
                                                                                                            130. Trade Show Staff Training
                                                                                                            131. Train-The-Trainer
                                                                                                            132. Trust Building and Resilience Development
                                                                                                            133. Unconscious Bias
                                                                                                            134. Universal Safety Practices
                                                                                                            135. Virtual Team Building and Management
                                                                                                            136. Work-Life Balance
                                                                                                            137. Workplace Bullying
                                                                                                            138. Workplace Harassment
                                                                                                            139. Workplace Violence