This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

Audience: Operations managers;account representatives, customer service staff;help desk and technical support, and anyone working directly with customers.

Event Number: BS-POCS

Available Languages: English (US),English (UK),French (Canada),German (Germany),Russian (Russia),Japanese (Japan),Chinese (Simplified),Italian (Italy),Portuguese (Brazil),French (France),Spanish (Latin America),Spanish (Spain),Portuguese (Portugal),Thai (Thailand),Dutch (The Netherlands)

Subjects: Solutions

Objectives:

After completing this course, students will be able to: - Define customer service in relation to both internal and external customers - Recognize how your attitude affects customer service - Identify your customers’ needs - Generate repeat business with outstanding customer service - Build goodwill through in-person customer service - Provide outstanding customer service over the phone - Connect with customers through online tools - Deal effectively with difficult situations

Course Detail:

1 - CUSTOMER SERVICE – A BASELINE
Recognizing Your Customers
Understanding Your Role in Customer Service

2 - DEVELOPING A CUSTOMER SERVICE MIND-SET
Leveraging Your First Impression
Feeling Positively About Customers
Mastering Moods and Emotions

3 - IDENTIFYING CUSTOMER NEEDS
Understanding the Customer’s Situation
Avoiding Assumption and Prejudgment
Meeting Basic Needs
Seeking to Exceeding Expectations
Building Repeat Relationships

4 - CONNECTING WITH THE CUSTOMER
Achieving Authenticity through Body Language
Responding Effectively to Problems
Mastering Online Etiquette
Seeking Customer Feedback

5 - DEALING WITH DIFFICULT SITUATIONS
Effectively Addressing Complaints
De-escalating Anger
Establishing Common Ground
Remaining Calm, Respectful and Objective

6 - EFFECTIVELY ADDRESSING COMPLAINTS
Creating a Memorable Customer Experience

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