Course duration
- 1 day
Course Benefits
- Understand customer service.
- Identify internal and external customers.
- Learn how to interact positively with customers.
- Develop a positive attitude.
- Learn to communicate effectively.
- Learn to create and implement service standards.
- Learn to evaluate and monitor service standards.
- Learn to create memorable customer service.
Public expert-led online training from the convenience of your home, office or anywhere with an internet connection. Guaranteed to run .
Private classes are delivered for groups at your offices or a location of your choice.
Learn at your own pace with 24/7 access to an On-Demand course.
Course Outline
- Customer Service Basics
- Defining Customer Service
- Internal and External Customers
- Internal Customers
- External Customers
- Interacting with Customers
- Amiable Customers
- Aggressive Customers
- Angry Customers
- Handling Stress
- Understanding What the Customer Wants
- Developing Responsible Customer Service Skills
- Developing a Positive Attitude
- Good People Skills
- Going a Step Beyond What Is Expected
- Active Listening
- Dealing with Complaints and Problems
- Problem Resolution
- Developing a Positive Attitude
- Developing Verbal and Nonverbal Communication
- The Basics of Communication
- Tone
- Pitch
- Volume
- Customer Communication
- Building Rapport
- Establishing Credibility
- The Basics of Communication
- Customer Service Best Practices
- Creating Customer Service Standards from Best Practices
- Implementing Service Standards
- Service Standards and Job Descriptions
- Service Standards and Employee Orientations
- Service Standards and Ongoing Training
- Service Standards and Performance Reviews
- Monitoring Service Standards
- Management Role
- Service Team Role
- Maintaining Service Standards
- Attracting Loyal Customers
- Create Memorable Service
- Service Above and Beyond
- Great Customer Service Examples
- Develop Loyal Customers
- Reward Loyal Customers
- Survey Customers
- Involve Loyal Customers
- Keep in Touch with Loyal Customers
- Thank Loyal Customers
- How Loyal Employees Impact Customers
- Measuring Employee Loyalty
- Employee Job Satisfaction
- Create Memorable Service
Class Materials
Each student will receive a comprehensive set of materials, including course notes and all the class examples.
Instructor-led courses are offered via a live Web connection, at client sites throughout Europe, and at our Geneva Training Center.