Customer Service: Increasing Loyal Customers and Sales

Customer service training is the training and teaching that employee undergo to improve customer support and satisfaction. It’s an iterative process that involves teaching skills, competencies, and tools needed to better serve customers, so they derive more value from products and services.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided with a strong skillset including in-person and over-the-phone techniques, dealing with difficult customers, and generating return business.

Course Outline:

Day 1:

Module One: getting started

Module Two: Who we are and what we do

Module Three: Establishing your attitude

Module Four: Identifying and Addressing Their Needs

Module Five: Generating Return Business

Module Six: In-Person Customer Service

Day 2:

Module Seven: Giving Customer Service over the Phone

Module Eight: Providing Electronic Customer Service

Module Nine: recovering difficult customers

Module Ten: understanding when to escalate

Module Eleven: Ten things you can do to wow every time

Module Twelve: understanding etiquette

Performance Assessment Exams