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Customer Service Training Course

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Level 11 Finexis Building

108 Robinson Road

Singapore, 068900

Singapore

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Foreword:

Do you create positive, lasting impressions with your clients whenever you interact with them? Have you retained your old clients while attracting potential new ones? If your answer is "NO", then your company’s customer service process may require some improvement. In order to gain loyalty and magnetize potential clients to do business with you, an organization must provide world-class service to them.
In order to create a positive customer satisfaction experience, the organization must provide an exceptional customer service and exceed your customers’ expectations with each interaction. In order to achieve this it is important to ask yourself some questions:
  • Do you or your staff have the right skill sets to deliver exceptional customer service?
  • Currently how do you improve your Customer Service Skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you listen to your customers and their needs?
  • Do you currently listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritized?
This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line by consistently providing exceptional customer service to their clients.



Customer Service Training Course - Lesson 1
Getting Started

  • Pre-Assignment Review
  • Workshop Objectives

Customer Service Training Course - Lesson 2
Good Customer Service Explained

  • Who Are Customers?
        • External Customers
        • Internal Customers
  • What Is Customer Service?
  • Who Are Customer Service Providers?

Customer Service Training Course - Lesson 3
Establishing Your Attitude

  • Appearance Counts! (even When not in person)
  • The Power of a Smile
  • Staying EnergiZed
  • Staying Positive

Customer Service Training Course - Lesson 4
Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box (not jumping to conclusions)
  • Meeting Basic Needs
  • Going the Extra Mile

Customer Service Training Course - Lesson 5
Generating Return Business

  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around

Customer Service Training Course - Lesson 6
In-Person Customer Service

  • Dealing with At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Customer Service
  • Using Body Language to Your Advantage

Customer Service Training Course - Lesson 7
Giving Customer Service over the Phone

  • The Advantages and Disadvantages of Telephone Communication
  • Telephone Etiquette
  • Tips and Tricks for Providing Customer Service over the Phone

Customer Service Training Course - Lesson 8
Providing Electronic Customer Service

  • The Advantages and Disadvantages of Electronic Communication
  • Understanding Netiquette
  • Email Etiquette: The Do’s and Don’ts of Email
  • Tips and Tricks
  • Examples: Eliminate Electronic Ping Pong

Customer Service Training Course - Lesson 9
Recovering Difficult Customers

  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions

Customer Service Training Course - Lesson 10
Understanding When to Escalate

  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats

Customer Service Training Course - Lesson 11
Ten Things You Can Do to WOW Customers Every Time
Customer Service Training Course - Lesson 12
Wrapping Up

  • Action Plans
  • Words from the Wise
  • Action Plan
  • Notes:
  • Notes:
  • Pre-Assignment
  • Worksheet One: Template for Written Expectations
  • Worksheet Two: The Urgent-Important Matrix

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Level 11 Finexis Building

108 Robinson Road

Singapore, 068900

Singapore

View Map

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