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Phoenix TS

Customer Service Training

This training course will have you examine your own customer service experiences and how you can leverage them to provide an excellent experience for someone else.

BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!

Course Overview

Phoenix TS’ Customer Service course provides Federal Government employees who are in the customer service field and want to improve their knowledge through customer service training. Phoenix TS will learn what it means to be customer-focused and how a service-based culture can take a business to the “next level”. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Participants will discuss each step of the process in detail. Upon completion of this training course, participants will have the knowledge and skills to anticipate customer needs and properly handle customer-related requests. This course is aimed at participants who are in the customer service field and want to improve their knowledge through customer service training. This training will address:

  • Who are the customers
  • Establishing your attitude
  • Identifying customer needs
  • Generating return business
  • Electronic customer service

There are no prerequisites for this course.

Schedule

Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 301-258-8200.

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Course Outline

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.

BONUS! Cyber Phoenix Subscription Included: All Phoenix TS students receive complimentary ninety (90) day access to the Cyber Phoenix learning platform, which hosts hundreds of expert asynchronous training courses in Cybersecurity, IT, Soft Skills, and Management and more!

Phoenix TS is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints re-garding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org

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