Customer Service Excellence

Module 1: Getting Started 

Module 2: Who We Are and What We Do 

• Who are customers? 
• What is customer service? 
• Who are customer service providers? 

Module 3: Establishing Your Attitude 

• Appearance Counts! 
• The Power of a Smile 
• Staying Energized 
• Staying Positive 

Module 4: Identifying and Addressing Customer Needs 

• Understanding the Customer’s Situation 
• Staying Outside the Box 
• Meeting Basic Needs 
• Going the Extra Mile 

Module 5: Generating Return Business 

• Following Up 
• Addressing Complaints 
• Turning Difficult Customers Around 

Module 6: In-Person Customer Service 

• Dealing with At-Your-Desk Requests 
• The Advantages and Disadvantages of In-Person Customer Service 
• Using Body Language to Your Advantage 

Module 7: Giving Customer Service Over the Phone 

• The Advantages and Disadvantages of Telephone Communication 
• Telephone Etiquette 
• Tips and Tricks 

Module 8: Providing Electronic Customer Service 

• The Advantages and Disadvantages of Electronic Communication 
• Understanding Netiquette 
• Tips and Tricks 
• Eliminate Electronic Ping Pong 

Module 9: Recovering Difficult Customers 

• De-Escalating Anger 
• Establishing Common Ground 
• Setting Your Limits 
• Managing Your Own Emotions 

Module 10: Understanding When to Escalate 

• Dealing with Vulgarity 
• Coping with Insults 
• Dealing with Legal and Physical Threats 

Module 11: Ten Things You Can Do to WOW Customers Every Time 

• Ten Tips