Each employee in a company or an organization has customers, whether we realize it or not. The customer may be an internal one such as a fellow employee in a different department within the company or an external one such as the buyer of a product. In either case, customer service skills provided by this course are necessary so that we can serve our customers better and improve ourselves in the process.
COURSE MATERIALS INCLUDE:
- Training slides – 01 Ms powerpoint file – 42 slides
- Trainer guide document – 03 Ms word files- 35 pages
- Training activities guide document – 01 Ms word file – 11 activities
- Training worksheets for learners –03 Ms word & excel files – 03 worksheets
- Training games – 07 Ms word files – 07 games
Documents available: English version – Vietnamese version
COURSE CONTENTS
- Icebreaker
- Ground rules
- Workshop objectives
Part 1: Who We Are And What We Do
- Who Are Customers? (Internal/External)
- What Is Customer Service?
- Who Are Customer Service Providers?
Part 2: Establishing Your Attitude
- Appearance Counts
- The Power Of A Smile
- Staying Energized And Positive
Part 3: Identifying And Addressing Their Needs
- Understanding The Customer’s Problem
- Staying Outside The Box
- Meeting Basic Needs
- Going The Extra Mile
Part 4: Generating Return Business
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
Part 5: In-Person Customer Service
- Dealing With At-Your-Desk Requests
- The Advantages And Disadvantages Of In-Person Communication
- Using Body Language To Your Advantage
Part 6: Giving Customer Service Over The Phone
- The Advantages And Disadvantages Of Telephone Communication
- Telephone Etiquette
- Tips
Part 7: Providing Electronic Customer Service
- The Advantages And Disadvantages Of Electronic Communication
- Understanding Netiquette
- Examples: Chat Or E-Mail
Part 8: Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Part 9: Understanding When To Escalate
- Dealing With Vulgarity
- Coping With Insults
- Dealing With Legal And Physical Threats
Part 10: Review – Question And Answer
References