Training Catalog 2019 Training Catalog Jan 2019 - Page 33

Customer Service Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers. The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business. Course Outline: • • • • • • Who We Are and What We Do Establishing Your Attitude Identifying and Addressing Their Needs Generating Return Business In-Person Customer Service Giving Customer Service over the Phone • • • • Providing Electronic Customer Service Recovering Difficult Customers Understanding When to Escalate Ten Things You Can Do To WOW Every Time • • • • Multi-Channel Apps Support Ticket Apps Documentation Be Proactive Customer Support Customer support used to mean a face-to-face conversation with a customer, or a phone call. Today, technology has changed how we approach customer support. It now encompasses the internet, websites, webchats, and even smart phone apps. The customer experience begins long before the purchase is made. With our Customer Support workshop, your participants will discover the new opportunities in customer support services via the internet, but also how to use these opportunities to their advantage. Course Outline: • • • • • What Is Customer Service? Challenges Email SMS Webchat