Duration:
One day
Description:
This training program is designed to help you acquaint others with the basics of providing quality customer service. In this course, participants will learn what quality service is, how to identify and provide for customer needs, and how to ensure customers return.
Table Of Contents:
INTRODUCTION
Welcome and Introductions
Learning Objectives and Agenda
MODULE 1: MAKING THE CASE FOR QUALITY CUSTOMER SERVICE
What Is Quality Customer Service?
Four Reasons Service Is Important
Adopting a Customer Service Perspective
MODULE 2: FOUR STEPS TO QUALITY SERVICE¿STEPS 1 AND 2
Introduction to the Four Steps
Step 1: Transmit a Positive Attitude
Attitude: Be Attentive to Your Appearance
Attitude: Monitor the Sound of Your Voice
Attitude: Use the Telephone Effectively
Attitude: Stay Energized
Case Study: Thelma¿s Performance Appraisal
Step 2: Identifying Customer Needs
MODULE 3: MODULE 3: FOUR STEPS TO QUALITY SERVICE¿STEPS 2 AND 3
Activity: Identifying Customer Needs
Step 3: Providing for Customer Needs
Providing: Meet Basic Needs
Providing: Send Clear Messages
Providing: Say the Right Thing
Providing: Sell Your Organization¿s Uniqueness
Providing: Meet the Computer Challenge
Providing: Prepare for the Unexpected
MODULE 4: FOUR STEPS TO QUALITY SERVICE¿STEP 4
Step 4: Make Sure Your Customers Return
Ensure Return: Handle Complaints
Effectively/Deal with Difficult People
Ensure Return: Take That One Extra Service Step
CONCLUSION
Learning Objectives Review
Course Evaluation
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