Learning Outcome
Research and studies have consistently demonstrated that when clear goals and objectives are associated with learning, the learning and competency occur easily and vividly. By the end of this program, the participants would be familiar, proficient, and competent with the following topics of the workshop, and it includes:
Modules
Module 1
Kickstart
- Lesson 1: Pre-Questionnaire
- Lesson 2: Establishing Customer Relationship Management Objectives
Module 2
Who We Are and What We Do
- Lesson 1: External Customers
- Lesson 2: Internal Customers
- Lesson 3: What is Customer Service?
- Lesson 4: Who Are Customer Service Providers?
Module 3
Establishing Your Attitude
- Lesson 1: Appearance Counts! (even if not in person)
- Lesson 2: The Power of a Smile
- Lesson 3: Staying Energized
- Lesson 4: Staying Positive
Module 4
Identifying and Addressing Customer Needs
- Lesson 1: Understanding the Customer’s Situation
- Lesson 2: Staying Outside the Box (not jumping to conclusions)
- Lesson 3: Meeting Basic Needs
- Lesson 4: Going the Extra Miles
Module 5
Generating Return Business
- Lesson 1: Following Up
- Lesson 2: Addressing Complaints
- Lesson 3: Turning Difficult Customers Around
Module 6
In-Person Customer Service
- Lesson 1: Dealing with At-Your-Desk Request
- Lesson 2: The Advantage and Disadvantage of In-Person Customer Service
- Lesson 3: Using Body Language to Your Advantage
Module 7
Giving Customer Service over the Phone
- Lesson 1: The Advantage and Disadvantages of Telephone Communication
- Lesson 2: Telephone Etiquette
- Lesson 3: Tips and Tricks for Providing Customer Service over the Phone
Module 8
Providing Electronic Customer Service
- Lesson 1: The Advantages and Disadvantages of Electronic Communication
- Lesson 2: Understanding Netiquette
- Lesson 3: Email Etiquette: The Do’s and Don’ts of Email
- Lesson 4: Tips and Tricks
- Lesson 5: Examples: Eliminate Electric Ping Pong
Module 9
Recovering Difficult Customers
- Lesson 1: De-Escalating Anger
- Lesson 2: Establishing Common Ground
- Lesson 3: Setting Your Limits
- Lesson 4: Managing Your Own Emotions
Module 10
Understanding When to Escalate
- Lesson 1: Dealing with Vulgarity
- Lesson 2: Coping with Insults
- Lesson 3: Dealing with Legal and Physical Threats
Module 11
Understanding Customer Delight
- Lesson 1: Applying the customer delight concept
- Lesson 2: Overcoming Customer Excuses and Objections
- Lesson 3: Maintaining Customer Relationships Management
Module 12
Wrapping Up
- Lesson 1: Post Questionnaire
- Lesson 2: Words from the Wise
- Lesson 3: Establishing SMART objectives for Customer Relationship Management