Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.

Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially.

By the end of this workshop, you should be able to:

·         State what customer service means in relation to all your customers, both internal and external

·         Recognize how your attitude affects customer service

·         Identify your customers’ needs

·         Use outstanding customer service to generate return business

·         Build good will through in-person customer service

·         Provide outstanding customer service over the phone

·         Connect with customers through online tools

·         Deal with difficult customers

Anyone who provides services, products or information to internal, or external customers including managers responsible for: training, customer service, sales professionals, technical and support personnel, accountants, field services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially.

Module One: Getting Started

·         Workshop Objectives

·         Pre-Assignment Review

Module Two: Who Are and What We Do

·         Who Are Customers?

·         What is Customer Service?

·         Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

·         Appearance Counts!

·         The Power of a Smile

·         Staying Energized

·         Staying Positive

Module Four: Identifying and Addressing Customer Needs

·         Understanding the Customer’s Situation

·         Staying Outside the Box

·         Meeting Basic Needs

·         Going the Extra Mile

Module Five: Generating Return Business

·         Following Up

·         Addressing Complaints

·         Turning Difficult Customers Around

Module Six: 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 Seven: Giving Customer Service over the Phone

·         The Advantages and Disadvantages of Telephone Communication

·         Telephone Etiquette

·         Tips and Tricks

Module Eight: Providing Electronic Customer Service

·         The Advantages and Disadvantages of Electronic Communication

·         Understanding Netiquette

·         Tip and Tricks

·         Examples: Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult Customers

·         De-Escalating Anger

·         Establishing Common Ground

·         Setting Your Limits

·         Managing Your Own Emotions

Module Ten: Understanding When to Escalate

·         Dealing with Vulgarity

·         Coping with Insults

·         Dealing with Legal and Physical Threats

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

·         Ten Tips

Module Twelve: Wrapping Up

·         Words from the Wise

Based on case studies (30%); Techniques (30%); Concepts (10%) and Role Play (30%)

• Pre-test and Pro-test                            

• Variety of Learning Methods

• Lectures

• Case Studies and Self Questionaires

To be advised as per the course location. This rate includes participant’s manual, and-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session