Customer Service

Course ID: 107                         Course Length: 2 day(s)

Overview:

Customers are every organization’s most important people. To keep your customers happy even when things go wrong requires a workforce that puts the needs of the customer first. It’s easy to be nice to a happy customer, but the way your organization treats a customer with a problem is a key measure of how successful your organization will be. Participants in this exciting workshop learn unbeatable techniques for handling difficult situations, both in person and on the phone, so that your customers will keep coming back.

Objectives:
At the end of the workshop participants should be able to:

• Understand the need for doing things right the first time
• Treat complaints with respect and an open mind
• Apologize to lighten a tense situation
• Offer a "fair fix" when breakdowns occur
• Treat customers as valued people, no matter what
• Convey their sincerity, reliability, and willingness to
  fix problems
• Recover gracefully from a mistake
• Control frustrations and anger when dealing with others
• Influence others in the organization to improve
  customer relations

Topics:

• Code of ethics
• What customers expect
• Giving and receiving help
• Why listening is most important to customer service 
• The internal and external customer
• Handling upset customers
• Your image is your agency's image
• Effective confrontation
• Coping with anger
• Positive telephone skills
• Dealing with customers in person
• Making the customer "part of the organization"

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