Customer Service

What is Customer Service?

• This session will define customer service and introduce the six elements of customer service which will form the basis of this workshop. Participants will also learn about the first element: a customer service focus.

 Who Are Your Customers?

• In most organizations and agencies, customers take two forms: internal and external. This session will look at both types of customers, as well as all customers’ basic needs.

 Meeting Expectations

• This session will focus on the critical areas that customers have expectations for.

 Pre-Assignment Review

• Next, participants will review the answers to the pre-assignment, which asked questions about common customer service assumptions.

 Setting Goals and Targets

• During this session, we will look at setting long- and short-term goals and creating a personal vision.

The Second Critical Element – Defined in Your Organization

• In this session, you will think about what your organization expects of you, and how to ensure that those standards line up with what customers expect.

The Third Critical Element – Given Life by the Employees

• Next, participants will explore why customer service must be a philosophy that is practiced by all employees.

 Communication Skills

• This session will give participants an introduction to key communication skills, including empathy, body language, asking questions, and listening.

 Telephone Techniques

• This brief lecture will look at an ideal telephone call, from the greeting to the conclusion. We will also look at common situations, such as placing a caller on hold and taking a message.

 Dealing with Difficult Callers

• During this session, participants will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.

 Dealing with Challenges Assertively

• There are many types of unexpected challenges that we encounter every day. Participants will work in small groups to develop responses to some of these issues.

 Dealing with Difficult People

• This session will give participants an opportunity to understand difficult behavior, identify some coping strategies, and discuss the difficult person they find most trying.

 Dealing with Conflict

• We will examine five ways to deal with conflict.

 The Fourth Critical Element – Be a Problem Solver

• We will look at a six step plan for solving problems. Then, participants will role play the plan.

 Seven Steps to Customer Problem Solving

• Next, we will look at a plan designed specifically for solving customer service problems. Then, participants will practice using the plan in a role play. We will also look at a six-step process that you can use to turn unhappy customers around.

 The Fifth Critical Element – Measure It

• The only way to know what’s really going right and wrong is to measure regularly. This session will give participants some ideas for measuring customer service.

The Sixth Critical Element – Reinforce it

• Next, participants will learn some ways to keep a customer service focus strong. We’ll also share some powerful phrases that can help you build a positive image.

 Dealing with Stress

• This session will offer some quick, easy ways to destress in any place, at any time.

 Workshop Wrap-Up

• At the end of the day, students will have an opportunity to ask questions and fill out an action plan.