Exceptional Customer Service (Live Online)

The focus of the training is to ensure increased customer satisfaction, increased repeat business, increased customer referrals, increase sales and a decreased staff turnover.

Learning Objectives:

• Making a good first impression
• Maintaining a positive and courteous attitude 
• Reading body language 
• Asking questions and listening skills 
• Establishing rapport and building relationships 
• Interacting with customers face to face 
• Interacting with customers over the phone 
• Interacting with customers via email 
• Dealing with difficult customers 
• Knowing when to escalate 
• 10 Things to wow every time

Course Outline

• The Basics
  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?
• Establishing Your Attitude
  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
• Identifying and Addressing Their Needs
  • Understanding the Customer's Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
• Generating Return Business
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
• Face-to-Face Customer Service
  • Greeting the Customer
  • Dealing with Requests
  • Looking for Opportunities to Help
  • The Advantages and Disadvantages
  • Using Body Language to Your Advantage
  • Ending the Interaction
• Telephone Customer Service
  • Listening Carefully
  • Saying Hello: The Opener
  • The Advantages and Disadvantages
  • Telephone Etiquette
  • Tips and Tricks
  • The Closer
• Email Customer Service
  • What does the Customer Expect?
  • Being Accessible
  • The Advantages and Disadvantages
  • Email Etiquette
  • Tips and Tricks
  • Examples: Chat or e-mail
• Recovering Difficult Customers
  • De-Escalating Anger
  • Establishing Common Ground
  • Setting Your Limits
  • Managing Your Own Emotions
• Understanding When to Escalate
  • Dealing with Vulgarity
  • Coping with Insults
  • Dealing with Legal and Physical Threats
• Ten Things You Can Do To WOW Every Time
  • Ten Tips

What's Included

• Certificate of Course Completion
• Training Manual
• FREE Class Repeat