Customer Service Excellence
This curriculum helps customer service professionals develop
and improve their skills at dealing with internal and external
customers.
1.
Defining Customer Service
Course includes an overview of customer service from the customer’s
point of view, as well as basic principles of dealing with customers
effectively and courteously.
2. Communication Skills
Course includes active listening skills, body language, tone,
vocabulary, and two-way communication basics.
3. Listening Skills
Listening is a lost art in today’s business world. This
course includes all the steps of proactive listening, from body
language and recognizing cues to paraphrasing and the SPLC formula.
4. Business Writing
This class covers customer service writing basics, including
reports, memos, emails, letters, and other written communications.
5. Dealing with Difficult Customers
In this session, attendees will practice dealing with difficult
customer situations using a basic six-step process that will ensure
the customer is satisfied and the service provider is less stressed.
6. Internal Customer Service
Internal customers’ relationships determine the satisfaction
level of external customers. When mistakes reach a customer they
can cost up to 100 times a much to correct. Catching problems,
improving processes, and working effectively with other employees
is the focus of this seminar.
7. Time Management
This seminar will instruct attendees on the effective use
of planners, time management tools, and effective time-savers
in the workplace.
8. Conflict Management
Conflict is a natural part of the workplace. Avoiding conflict
is not the answer. Creatively answering conflict and using the
diverse ideas involved to create a stronger win-win outcome is
what this class will cover.
9. Problem Solving
In this class, attendees will practice problem solving through
brainstorming, partnerships, and effective negotiation techniques.
10. Diversity
A diverse workplace is a stronger workplace. Different outlooks
and backgrounds are what create new and innovation solutions.
Making the most of diversity is the theme of this session.
11. Interpersonal Skills
Interpersonal communication skills include recognizing personality
types and how to deal with those different types. This course
will offer practical advice on making the most of communication
opportunities.
12. Stress Management
Stress is a major factor in most illnesses in today’s
society. This session will look at stress reduction techniques
to make a workplace more enjoyable and more effective.
13. Telephone Etiquette
For many customers, their only contact with an organization
is when they call in. How does your organization rate? What is
your telephone personality quotient? Attendees will learn to improve
their telephone image in this course.
14. Using Technology Effectively
This computer and office technology boot camp will give the
latest tips and tricks to operate effectively in today’s
workplace.
15. Call Center Etiquette
This training includes the basics of working in a high volume
call center and methods to connect with the customer.
16. Presentation Skills
This overview covers presentation skills for impromptu and
planned speaking opportunities, from design to presentation, and
is appropriate for all skill levels.
17. Influencing/Negotiating
The most popular negotiation skills will be highlighted in
this program that will allow attendees an opportunity to persuade
classmates in a hands-on exercise.
18. Getting Information
Satisfying a customer can only occur when you know what the
customer wants. Getting the information you need by using open
and close ended questions, watching for customer cues, and interpreting
tone and body language will be practiced in this session.
19. Continual Learning
Opportunities and ways to reinforce the training sessions
of the certificate program, creation of supported mentor relationships,
and techniques to share this information with others in the workplace.
