Customer Service

You will explore the background and techniques of customer interactions

Upon successful completion of this course, students will be able to:

• Acquire tools to provide quality customer service and make lasting impressions on customers.
• Explore how customers define the success of your company, as well as a customer’s emotional behaviors, and how that sensitivity influences his or her decision making.
• Discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
• Examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
• Identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
• Identify the guidelines for dealing with unreasonable and irate customers.
• Take action to increase the loyalty of the customers you serve.
• increase sales via customer service

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Lesson 1: The Value of Customer Care

• Understand Customer Care
• Customer Care and Motivation
• Standing Out with Customer Care

Lesson 2: Customers Define Success

• Trends in Customer Service
• The Customer Care Equation

Lesson 3: You Make the Difference

• The Human Touch
• Applying the Human Touch

Lesson 4: Customer Relationships

• Face-to-Face Contact
• Topic 4B: Service Face to Face
• Benefits of Active Listening
• The Value of Complaints
• The Service Recovery Process

Lesson 5: Who Is the Customer?

• Customer Relationship Management
• Internal Customers
• Value Chain Management

Lesson 6: Engage Difficult Customers

• The Unreasonable Customer
• The Angry Customer
• The Unhelpful Colleague

Lesson 7: Increasing Customer Loyalty

• Moments of Truth
• Analyze Moments of Truth

Lesson 8: Increase Sales via Service

• Sales Orientation
• Features and Benefits
• The Nature of Persuasion