This Customer Service training class teaches the basics of customer service and translates that knowledge into practical application. Students will come away from this class knowing how a positive attitude, going a step beyond basic customer service, and dealing effectively with complaints will enhance their work experience. Students will learn the difference between internal and external customers and will learn how the development and implementation of a comprehensive customer service policy promotes consistency in how customers are treated and keeps customers happy.
Public Classes: Delivered live online via WebEx and guaranteed to run . Join from anywhere!
Private Classes: Delivered at your offices , or any other location of your choice.
Understand customer service.
Identify internal and external customers.
Learn how to interact positively with customers.
Develop a positive attitude.
Learn to communicate effectively.
Learn to create and implement service standards.
Learn to evaluate and monitor service standards.
Learn to create memorable customer service.
Customer Service Basics
Defining Customer Service
Internal and External Customers
Interacting with Customers
Understanding What the Customer Wants
Developing Responsible Customer Service Skills
Developing a Positive Attitude
Good People Skills
Going a Step Beyond What Is Expected
Dealing with Complaints and Problems
Developing Verbal and Nonverbal Communication
The Basics of Communication
Customer Service Best Practices
Creating Customer Service Standards from Best Practices
Implementing Service Standards
Service Standards and Job Descriptions
Service Standards and Employee Orientations
Service Standards and Ongoing Training
Service Standards and Performance Reviews
Monitoring Service Standards
Service Team Role
Maintaining Service Standards
Attracting Loyal Customers
Create Memorable Service
Service Above and Beyond
Great Customer Service Examples
Develop Loyal Customers
Reward Loyal Customers
Involve Loyal Customers
Keep in Touch with Loyal Customers
Thank Loyal Customers
How Loyal Employees Impact Customers
Measuring Employee Loyalty
Employee Job Satisfaction
Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.
What people say about our training
This course was amazing. The instructor was great. She allowed lots of interaction with her and she was a true teacher.
Well structured and a fun environment to learn something new!