Customer Service Skills

Customer service is both a type of job and a set of job skills. As a job, customer service professionals are responsible for addressing customer needs and ensuring they have a good experience. As a skill set, customer service entails several qualities like active listening, empathy, problem-solving and communication. Customer service is used in many jobs at every level.

Course Description

Customer service skills are the set of behaviors you rely on when interacting with a customer. They can also be useful when following up after an initial conversation.

To accomplish this, you will likely to use several different skills:

• Communication.
• Empathy
• Patience.
• Technical Knowledge

Course Outline

Module 1: Introduction to Customer Service

• What Is Customer Service
• Developing a Customer-Centric Mindset
• Who Are Your Customers
• Internal Customers & External Customers
• When & Where Does Customer Service Take Place?
• The Need for Customer Service
• Rewards Penalties
• What Does Customer Service Mean To You?
• Unpleasant Experiences

• Satisfying Experiences
• Developing a Customer Friendly Attitude
• Evaluation
• Excitement is Contagious

Module 2: Customer Service:

• Communication Skills
• Developing Effective Communication Skills
• Presenting a Professional Image
• Non-verbal Communication Skills
• Body Language Key Body Language Aspects
• Physical Distance
• Verbal Communication Skills
• Choice of Words
• Tone of Voice
• The Choice of Words

Module 3: Customer Analysis:

• Knowing your Customer
• Knowing Your Customer
• Customer Expectations
• Assertive Working Style
• Results-Oriented
• Analytical
• Details-Oriented

• Amiable
• People-Oriented
• Dominant Behavioral Style
• Determining Your Level of Service

Module 4: Calming Upset Customers

• What Makes Customers Upset?
• Avoiding Upsets
• What Can You Do To Avoid Upsets?
• 5 Key Steps to Calming Upset customers
• Accurately identify the problem.
• Confirm The Customer’s Value
• Synchronize & Summarize
• Conclude by Affirming The Customer’s Value Again
• What to Do When You Are Upset?
• Module 5: Telephone Customer Service
• Mastering the Telephone
• Answering the Telephone
• A Professional Greeting
• Active Listening
• Putting Callers on Hold
• Recommendations
• Transferring a Call
• Taking a Message
• Voice Mail

Module 6: Internet Customer Skills

• The Internet Customer
• E-Mail
• E-mail Communication Guidelines
• Online Chat
• Internet Customer Skills
• Scripted Responses
• Introduction