|
Course Overview
This ILT
Series course is for those in the customer service field who want to
improve their knowledge of customer service basics. Participants
will discuss what it means to have a service culture in an
organization. They will examine customer service skills that include
organization, communication, and personal motivation. This course
also covers customer service as a process that includes greeting,
listening, questioning, responding, and resolving. The course
materials also covers each step of the process in detail.
Objectives
- Define who your customers are. Foster a customer service
culture and describe the customer service process.
- Use time management
techniques to organize and prioritize your tasks. Effectively
communicate with customers with verbal and non-verbal language.
Identify sources of your own personal motivation.
- Make a good first
impression when greeting a customer. Effectively communicate by
phone and e-mail. Start to build rapport with customers with your
initial greeting.
- Develop effective
listening skills. Use a variety of questioning techniques to obtain
useful information from customers.
- Respond appropriately
to various types of customers. Adjust customer expectations to align
them with realistic goals that you can meet. Work towards solutions
by using responsive CARE, the problem solving process, and
successful negotiations.
- Show appreciation to
customers, especially those who have been difficult. Follow up with
customers after resolving customer service problems.
- Work toward improving
customer service skills by using 21 day habit and satari. Use
resources, including websites and books, to continue working on your
skills.
International
Curriculum
Course ILT - For 10
years, Axzo Press has enhanced training and education for
professionals, trainers, and students alike, through tested,
high-quality Instructor-Led Training courseware, business skills
texts, quick-reference tools, and custom job aids.
Course Outline:
Unit 1 : Customer Service Basics
Topic A: Customers
A-1: Sharing customer expectations
A-2: Defining your customers
A-3: Identifying why customers call
A-4: Identifying top customer service pitfalls
Topic B: The service culture
B-1: Supporting a customer service culture
B-2: Discussing customer service as a process
Unit 2 : Customer Service Skills
Topic A: Organization skills
A-1: Identifying your products and services
A-2: Prioritizing activities
A-3: Identifying procrastination techniques
A-4: Grouping tasks into batches
Topic B: Communication factors
B-1: Using persuasive words and voice techniques
B-2: Discussing body language
Topic C: Personal motivation
C-1: Identifying motivating and unmotivating factors
C-2: Identifying the benefits of motivation
C-3: Identifying your career goals
C-4: Developing your motivation
C-5: Identifying causes of stress
C-6: Discussing stress-reduction techniques
Unit 3 : Greeting Customers
Topic A: Greeting overview
A-1: Discussing moments of truth
A-2: Discussing ways to greet customers
Topic B: Phone and e-mail messages
B-1: Developing voice-mail messages
B-2: Developing e-mail messages
Topic C: Rapport
C-1: Brainstorming ideas for building rapport
C-2: Focusing on the customer
Unit 4 : Listening and Questioning
Topic A: Listening
A-1: Discussing the cost of poor listening
A-2: Improving your listening skills
Topic B: Questioning
B-1: Identifying question types
B-2: Discussing the examination process
B-3: Developing questions
Unit 5 : Responding
Topic A: Responding to customers
A-1: Discussing challenging customer service situations
A-2: Creating bridging statements
Topic B: Resetting expectations
B-1: Discussing misconceptions
B-2: Using words that work
B-3: Using words that don’t work
B-4: Rewording undesirable phrases
Topic C: Working toward solutions
C-1: Discussing Responsive CARE
C-2: Working on negotiating strategies
C-3: Practicing negotiation
Unit 6 : Resolving Issues
Topic A: Customer appreciation
A-1: Discussing ways to acknowledge your customers
A-2: Discussing cross-selling and up-selling
Topic B: Follow-up techniques
B-1: Discussing ways to show customer appreciation
B-2: Discussing ways to go the extra mile
Unit 7 : Using What You’ve Learned
Topic A: The implementation phase
A-1: Recording ideas from satori moments
A-2: Committing to improvement
Topic B: Resources and tools |