Customer Service Program

I will customize this program to meet your group's unique needs.

Objectives
To provide specific tools to help:
1. Deliver exceptional customer service
2. Understand how to maintain a good attitude on a bad day
3. Learn how to resolve issues
4. Deal with difficult customers

Methodology
Assessment
Learn more about the specific needs of your business and the individuals being trained.
Program Development
Use the information gathered to customize a training program. This program will include the skills
and techniques needed to help the participants provide even better customer service.
• Our programs are highly interactive, fun and are based on the principles of adult learning
• Your participants will come away with new tips, techniques and skills that they will be able to
apply immediately on the job
• We create a safe and encouraging classroom environment that allows participants to feel
comfortable while learning

While I will fine-tune the program after the assessment, training in some or all of the following skills
could include:
• Understanding what great customer service looks and sounds like
• Creating a customer service promise
• How to understand the needs of your customer through listening and questioning skills
• Phone skills
· Discuss the importance of recognizing the style of the person calling you.
· Review basic telephone etiquette guidelines
· Discuss how to place callers on hold effectively
• Greeting your customer
• Customer service recovery
• What customers really want
· Agreeability
· Affability
· Adaptability
· Availability
· Accountability
· Accessibility
· Ability
• Handling difficult customers
· Frustrated customer
· Dissatisfied or difficult customer
· Irate/abusive customer
• Demonstrate active listening techniques
• Discuss the basics of professional email
• Discuss methods for dealing with workplace stress