Customer Service Skills

By the end of this course, you will have learned:

• What customer service is
• How your attitude affects customers
• How to identify and address the needs of your customers
• How using excellent customer service can generate return business
• How to build good will
• How to provide customer service over the phone
• How to deal with difficult customers

Topic 1 – Who and what we do

Section 1 – Who are customers?
Section 2 – What is customer service?

Topic 2 – Establishing your attitude

Section 1 – Attitude and appearance
Section 2 – The power of a smile

Topic 3 – Identifying and addressing customer needs

Section 1 – Understanding the customer’s situation
Section 2 – Satisfying the customer’s basic needs

Topic 4 – Generating return business

Section 1 – Following up
Section 2 – Addressing complaints
Section 3 – Dealing with difficult customers

Topic 5 – In-person customer service

Section 1 – Dealing with customers in person
Section 2 – Using body language to your advantage

Topic 6 – Giving customer service over the phone

Section 1 – The advantages and disadvantages of telephone communication
Section 2 – Telephone etiquette
Section 3 – Tips and tricks for providing customer service over the phone

Topic 7 – Providing electronic customer service

Section 1 – The advantages and disadvantages of electronic communication
Section 2 – Netiquette and email etiquette
Section 3 – How to eliminate electronic ping pong

Topic 8 – Recovering difficult customers

Section 1 – Dealing with difficult customers
Section 2 – Saying “no”

Topic 9 – Dealing with abusive customers

Topic 10 – Ten things that impress customers every time