Delivering Exceptional Customer Service

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

Topics covered

• Who We Are and What We Do
• Establishing Your Attitude
• Identifying and Addressing Customer Needs
• Generating Return Business
• In-Person Customer Service
• Giving Customer Service Over the Phone
• Providing Electronic Customer Service
• Recovering Difficult Customers
• Understanding When to Escalate
• 10 Things You Can Do To WOW Customers Every Time

Learning Outcomes

At the end of this program, participants will 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

Eligibility / Requirements

The candidate must possess a basic working knowledge of spoken and written english