Description
Curriculum
Instructor
Each and every one of us serves customers, whether we realize it or not. Maybe you are on the frontlines of a company, serving the people who buy your products. Perhaps you are an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you are 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.
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Curriculum
- 11 Sections
- 11 Lessons
- 8 Hours
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- Who We Are and What We Do"Who we are and what we do" outlines the organization's mission, values, and services. This foundation builds trust with customers, clarifies expectations, and highlights commitment to exceptional service and support.1
- Establishing Your AttitudeEstablishing your attitude in customer service involves adopting a positive, empathetic, and solution-oriented mindset. This approach enhances interactions, builds rapport with customers, and fosters a culture of exceptional service within the organization.1
- Identifying and Addressing Customer NeedsIdentifying and addressing customer needs involves actively listening, asking relevant questions, and analyzing feedback. Understanding these needs enables businesses to tailor solutions, enhance satisfaction, and foster long-term loyalty through personalized service.1
- Generating Return BusinessGenerating return business involves building strong customer relationships through exceptional service, follow-ups, and loyalty programs. Satisfied customers are more likely to return and recommend the business, driving sustainable growth and profitability.1
- In-Person Customer ServiceIn-person customer service involves direct interactions with customers, emphasizing personal engagement, active listening, and effective communication. This approach fosters trust, resolves issues promptly, and creates memorable experiences that enhance customer satisfaction and loyalty.1
- Giving Customer Service over the PhoneGiving customer service over the phone requires clear communication, active listening, and empathy. Agents should remain patient, address concerns effectively, and provide accurate information to ensure a positive experience and build customer trust.1
- Providing Electronic Customer ServiceProviding electronic customer service involves using email, chat, and social media to assist customers. This approach emphasizes timely responses, clear communication, and maintaining a helpful tone, ensuring customer satisfaction across digital platforms.1
- Recovering Difficult CustomersRecovering difficult customers involves actively listening to their concerns, empathizing with their frustrations, and offering effective solutions. Promptly addressing issues and following up helps rebuild trust, ensuring a positive experience and fostering loyalty.1
- Understanding When to EscalateUnderstanding when to escalate involves recognizing situations beyond an agent's expertise or authority. Key indicators include unresolved customer issues, repeated complaints, or customer frustration. Timely escalation ensures effective resolution and maintains customer satisfaction.1
- Ten Things You Can Do to WOW Customers Every TimeTo WOW customers every time, focus on these ten actions: 1. Personalize interactions to make customers feel valued. 2. Anticipate needs before they ask. 3. Provide prompt responses to inquiries and concerns. 4. Exceed expectations by delivering more than promised. 5. Show genuine empathy to understand their feelings. 6. Maintain clear communication throughout the process. 7. Follow up after service to ensure satisfaction. 8. Offer proactive solutions to potential issues. 9. Seek feedback and use it to improve service. 10. Train consistently to ensure staff provides exceptional service.1
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Nobles Center
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