Customer Service

20 Hours

• Module I – Defining The Customer
  · Internal Versus External
  · One-Time Or Repeat Customers
  · Face-To-Face Or Removed Communication
  · Personality, Style, Likes And Dislikes
• Module II – Core Skills Of Good Customer Service
  · Communication Skills
  · Listening Skills
  · Questioning Skills
  · Nonverbal And Body Language
  · Perceptions And Attitudes
  · Reading Customer Expectations
  · Determining Customer Needs
  · Sales Versus Service
  · Anticipating To Dispel
  · Patience And Control
• Module III – Building The Relationship
  · Know Your Customer/Do Your Homework
  · Importance Of First Impressions
  · Establish Common Interest(s)
  · Earn Trust And Credibility
  · Understanding The Relationship Between Customer Wants, Needs And Expectations
  · Taking Responsibility For Customer Satisfaction
  · Defining Dependability
  · Timely Response
  · Follow-Up And Follow-Through
  · Cost Effective Solutions
  · Consistent/Continual Communication
  · Honesty
  · Vendor Versus Friend, Problem Solver, Partner
• Module IV – Enhancing Customer Service
  · Teamwork Makes A Difference
  · Exceeding Customer Expectations
  · Friendly And Efficient Handling Of Criticisms And Complaints
  · Fulltime Relationships
  · Quality Is In The Eye Of The Beholder – As Long As The Beholder Is The Customer!
  · Suggesting The Next Step
  · Problem Solving Versus Sales
  · Selling Yourself
• Module V – Managing Customer Service
  · Customer Service Mission Statements
  · Customer Service Action Plans
  · Setting Standards For Customer Service
  · Customer Service Versus Sales
  · Moving From A Vendor To A Partner
  · Measuring Customer Satisfaction