Customer Service

Course Description:
Course Objective: You will explore the background and techniques of customer interactions.

Course length: One day

Course Content
Lesson 1: The Value of Customer Care
Topic 1A: Understand Customer Care
Topic 1B: Customer Care and Motivation
Topic 1C: Standing Out with Customer Care

Lesson 2: Customers Define Success
Topic 2A: Trends in Customer Service
Topic 2B: The Customer Care Equation

Lesson 3: You Make the Difference
Topic 3A: The Human Touch
Topic 3B: Applying the Human Touch

Lesson 4: Customer Relationships
Topic 4A: Face-to-Face Contact
Topic 4B: Service Face to Face
Topic 4C: Benefits of Active Listening
Topic 4D: The Value of Complaints
Topic 4E: The Service Recovery Process

Lesson 5: Who Is the Customer?
Topic 5A: Customer Relationship Management
Topic 5B: Internal Customers
Topic 5C: Value Chain Management

Lesson 6: Engage Difficult Customers
Topic 6A: The Unreasonable Customer
Topic 6B: The Angry Customer
Topic 6C: The Unhelpful Colleague

Lesson 7: Increasing Customer Loyalty
Topic 7A: Moments of Truth
Topic 7B: Analyze Moments of Truth

Lesson 8: Increase Sales via Service
Topic 8A: Sales Orientation
Topic 8B: Features and Benefits
Topic 8C: The Nature of Persuasion