Course Number: SRV101-W

Duration: 1 day

Format: Live, online

Overview

This Customer Service training class teaches the basics of customer service and translates that knowledge into practical application. Students will come away from this class knowing how a positive attitude, going a step beyond basic customer service, and dealing effectively with complaints will enhance their work experience. Students will learn the difference between internal and external customers and will learn how the development and implementation of a comprehensive customer service policy promotes consistency in how customers are treated and keeps customers happy.

Objectives

  • 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.

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 Verbal and Nonverbal Communication
    • The Basics of Communication
      • Tone
      • Pitch
      • Volume
    • Customer Communication
      • Building Rapport
      • Establishing Credibility
  • 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

Schedule

Date / Time Price (USD)  
May 26
10 AM - 2 PM ET
$445 Register
Jun 24
10 AM - 2 PM ET
$445 Register
Jul 22
10 AM - 2 PM ET
$445 Register
Aug 19
10 AM - 2 PM ET
$445 Register
Sep 16
10 AM - 2 PM ET
$445 Register
Oct 14
10 AM - 2 PM ET
$445 Register
Nov 11
10 AM - 2 PM ET
$445 Register
Dec 9
10 AM - 2 PM ET
$445 Register
$445 USD
May 26
10 AM - 2 PM ET
Register
Jun 24
10 AM - 2 PM ET
Register
Jul 22
10 AM - 2 PM ET
Register
Aug 19
10 AM - 2 PM ET
Register
Sep 16
10 AM - 2 PM ET
Register
Oct 14
10 AM - 2 PM ET
Register
Nov 11
10 AM - 2 PM ET
Register
Dec 9
10 AM - 2 PM ET
Register
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