Customer Service Program

This course provides guidelines and best practices enabling participants to work over the phone with customers, and present an image that reflects confidence, credibility, and capability.

• Describe how communicating over the phone is different than face to face.
• Greet, transfer and place a caller on hold properly.
• Answer questions professionally and thoroughly.
• Handle upset customers.

This course provides guidelines and best practices enabling participants to work face-to-face with customers, and present an image that reflects confidence, credibility, and capability. This course also provides guidelines and best practices to enable participants to express ideas clearly, accurately, and professionally in business writing, either in a letter, email, text, or social media.

• Explain different options for written communication.
• Plan your message.
• Organize your message for your audience.
• Polish your message to ensure it communicates the message you want.
• Give bad news in writing.
• Write a business letter, email, text.
• Respond to angry customers.

This course will show the importance of delivering exceptional customer service to others within their organization and its affect on the quality and speed of service delivered to external customers. Participants will become self-aware of their responsiveness, communication, teamwork, and problem-solving skills to help their organization succeed.

• Describe the differences and similarities between internal and external customer service.
• Explain why it is important to deliver good internal customer service and how that impacts the service delivered to the external client.
• Explore ways the 5 R’s/ Principles of Internal Customer Service can be integrated into a job.
• Review effective communication skills.
• Practice conflict management steps.
• Review and identify ways to become a better team member.

This course will equip participants with the right attitude and strategies to handle customers who are not pleased with the organization so they can more confidently represent the business favorably and themselves professionally.

• Comprehend the value of complaining customers and leveraging the opportunity to improve the organization.
• Be exposed to a variety of strategies and practices to select the best technique for controlling an upset customer situation.
• Practice the 5 Step Recovery Process in various customer scenarios.
• Review techniques and practice how to frame a conversation or email that will resolve a heated exchanged between a customer service employee and client.