The Elements of Customer Service Training

Service Essentials: Basic Skills for Serving Others

Program Overview

How can you reach your destination if you don't know where you are going? No group offering customer service should be without a plan. This program focuses on identifying standards and then providing tactics for reaching those standards.

Program Objectives

At this program's conclusion, participants should be able to:

• Articulate what their organization expects from customer service providers.
• Understand how an individual's behavior impacts the behavior of others.
• Develop more confidence and skill as a problem-solver.
• Communicate more assertively and effectively.
• Make customer service a team approach.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Course Outline

Knowing Who They Are and What They Want: Who Are Your Customers?

In most organizations and agencies, customers take two forms: internal and external. This introductory discussion looks at both types of customers.

An Image of Service: Presenting Yourself Properly

Using individual testing, participants will take a look at the impression they give customers and ways they can improve.

You Can't Succeed If You Have No Standards: What We Expect

Participants will participate in a brief lecture about standards, and then they will develop a set of standards for the four key components of customer service.

The Basics of a Complex Tool: Telephone Techniques

This component looks at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message. By the conclusion of this section, participant should understand how to deal with difficult callers, talkative callers, and other challenges on the phone.

RESPECT and Dealing with Difficult People: Increasing Your Assertiveness

In this part of the program we will explore an easy four-step formula that will help participants communicate more effectively and assertively. They will discuss difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.

Solutions, Solutions: The Problem Solving Process

In this component we will look at a six step plan for solving problems. Then, participants will apply the plan to a case study. We will then discuss a plan designed specifically for solving customer service problems.

Oops I Did It Again: The Recovery Process

In this unit we will look at a six-step process participants can use to turn customers around and five things that the company as a team can do to improve customer service.

Keeping Your Head Above Water: Dealing with Stress

In this final discussion we will review easy ways to de-stress in any place, at any time.

At the end of this program participants should understand what is expected of them and how to deliver great service.