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Course Overview
The
techniques and tools covered in this course will help participants
understand the basic needs of customers, outline four reasons why
quality service is important, teach how to handle complaints and
difficult customers, and help anticipate customer's needs.
Everyone in
an organization has something to do with customers daily. Customer
service is the foundation on which success and profitability can be
built. This course guides participants through the establishment of
quality customer service procedures to build your company's
business. The principles covered can be applied for internal and
external customers alike.
International
Curriculum
Thomson Series: Cengage
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Course Outline
Introduction
Part 1: Winning with the CustomerDo You Have What It Takes to Win with the Customer?
Comparing Customer Service to a Refrigerator
What Is Quality Customer Service?
Four Reasons Why Quality Service Is Important
Adopting a Customer Service Perspective
Why Winning at Customer Service Is Important to You
Part 2: Four Steps to Quality Customer Service
Step 1: Transmit a Positive Attitude
Be Attentive to Your Appearance
Monitor the Sound of Your Voice
Use the Telephone Effectively
Stay Energized
Summary and Follow-Up Step 2: Identify Customer Needs
Understand Basic Needs
Be Aware of Timing Requirements
Stay One Step Ahead of Your Customers
Remain Attentive
Practice Skillful Listening
Obtain Feedback
Summary and Follow-Up
Step 3: Provide for the Needs of Your Customers
What Are the Characteristics of the Services You Provide?
Meet Basic Needs
Perform Important Back-Up Duties
Send Clear Messages
Say the Right Thing
Sell Your Organization's Uniqueness
Meet the Computer Challenge
Prepare for the Unexpected
Summary
Step 4: Make Sure Your Customers Return
Handle Complaints Effectively
Get Difficult Customers on Your Side
Take That One Extra Service Step
Summary
Part 3: Notes and Comments
Assess Your Customer Service Skills
Service Provider Self-Assessment Scale
Scoring the SP SAS
Conclusion
Author's Notes and Comments
Additional Reading |
