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:
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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
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• Providing Electronic Customer Service
Recovering Difficult Customers
Understanding When to Escalate
Ten Things You Can Do To WOW Every
Time
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• 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:
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What Is Customer Service?
Challenges
Email
SMS
Webchat