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Customer Service Skills Workshop
Course Number: NSL-S0022
Category: Business Skills
Duration: 2.00 days
Description

This is a two-day workshop that provides an introduction to customer

service and telephone skills. The workshop also covers working with

unhappy customers and exceeding customers’ expectations.

Prerequisites
  • None
Objectives

Upon successful completion of this course, students will be able to:

apply basic customer service skills.

  • use active listening skills.
  • use telephone skills.
  • work with unhappy customers.
  • exceed customers’ expectations.
Outline
  • The Basics of Customer Service
    • The Costs of Poor Customer Service
    • Who is the Customer?
      • External Customers
      • Internal Customers
    • Managing Customer Expectations
      • The Importance of Expectations
      • Influencing Customer Satisfaction
      • Changing Your Focus
    • Projecting a Positive Attitude
      • Where Does Attitude Come From?
      • Who Pays Your Salary?
      • Who Do You Like?
      • Why Do You Have a Job?
      • The Positive Attitude Test
    • Documenting Customer Concerns
      • Embrace the Complaint
      • Resolving, Tracking, and Assessing
      • Concerns
    • Working as a Team
      • Understanding the Process
      • Being a Team Player
      • Communicating with Others 
  • Listening Skills
    • Introducing Listening Skills
      • Examining Your Listening Skills
      • Active Listening
      • Re-examining Your Listening Skills
      • Empathetic Listening
    • Using Questions
    • The Role of Silence
    • Interpreting Responses
    • Recognizing Individual Sensory Modes 
  • Making a Connection: Telephone Skills
    • Making a Good First Impression
      • Understanding the Importance of the First Meeting
      • Using Your Skills
      • Using Your Seven Seconds
      • The Basics of Making a Good Impression
      • Using Your Skills
    • Identifying Callers' Requests
      • Finding Hidden Messages
      • Gathering Information
      • Using Your Skills
    • Taking Messages
      • Using Your Message Taking Checklist
      • Could I Speak with Mr. Bolo, Please?
      • He Is at His Shrink's
      • He'll Be Back in a Bit
      • May I Take a Message?
      • Taking a Message Accurately
      • Using Your Skills
    • Placing Calls on Hold
      • Asking for Permission Instead of Forgiveness
      • Do Not Ask and Ignore the Answer
      • Why Am I Holding?
      • Timing Is Everything
      • Thank You for Holding
    • Transferring Calls