130002 - Customer Service Fundamentals

Duration

1 Day

Introduction

This course provides an overview of the basics of customer service. It provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

At Workshop Completion

After completing this workshop, students will be able to:

• Appreciate the importance of customer service
  
• Determine customer satisfaction
  
• Develop a customer profile
  
• Distinguish the different customer styles
  
• Build rapport and communicate with customers
  
• Create Win-Win Solutions
  
• Exceed customer expectations
  
• Soothe dissatisfied customers
  
• Work with customers who are either angry or upset
  
• Provide quality customer service over the phone
  
• Provide quality customer service on the Web and via e-mail
  
• Provide quality customer service to international customers

Workshop Outline

• Lesson 1: Putting the Customer First
  
• Lesson 2: Knowing Your Customers
  
• Lesson 3: Pleasing the Customer
  
• Lesson 4: Building a Partnership
  
• Lesson 5: Providing Superior Service
  
• Lesson 6: Soothing Dissatisfied Customers
  
• Lesson 7: Customer Service by Telephone
  
• Lesson 8: Serving Customers Electronically
  
• Lesson 9: Customer Diversity

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