Tài Liệu Kỹ Năng Dịch Vụ Khách Hàng – Customer Service Skills Materials

This course provides skills help you serve customers better and improve yourself in the process.

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Tác Giả

Talent Mind Education

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:

  1. Training slides – 01 Ms powerpoint file – 42 slides
  2. Trainer guide document – 03 Ms word files- 35 pages
  3. Training activities guide document – 01 Ms word file – 11 activities
  4. Training worksheets for learners –03 Ms word & excel files – 03 worksheets
  5. 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