Quality Customer Service

Course Outline

Duration: 1 Day

 

Description: The techniques and tools covered in this book will help you understand the basic needs of customers, outline four reasons why quality service is important, teach you how to handle complaints and difficult customers, and help you anticipate your customer's needs. Everyone in an organization has something to do with customers daily. Customer service is the foundation on which success and profitability can be built. This book guides you through the establishment of quality customer service procedures to build your company's business. The principles covered can be applied for internal and external customers alike.

 

 

Course Contents:

 

 

 

Part 1: Winning with the Customer

 

  • Do You Have What It Takes to Win with the Customer?
  • Comparing Customer Service to a Refrigerator
  • What Is Quality Customer Service?
  • Four Reasons Why Quality Service Is Important
  • Adopting a Customer Service Perspective
  • Why Winning at Customer Service Is Important to You

Part 2: Four Steps to Quality Customer Service

 

  • Step 1: Transmit a Positive Attitude
    • Be Attentive to Your Appearance
    • Monitor the Sound of Your Voice
    • Use the Telephone Effectively
    • Stay Energized
  • Step 2: Identify Customer Needs
    • Understand Basic Needs
    • Be Aware of Timing Requirements
    • Stay One Step Ahead of Your Customers
    • Remain Attentive
    • Practice Skillful Listening
    • Obtain Feedback
  • Step 3: Provide for the Needs of Your Customers
    • What Are the Characteristics of the Services You Provide?
    • Meet Basic Needs
    • Perform Important Back-Up Duties
    • Send Clear Messages
    • Say the Right Thing
    • Sell Your Organization's Uniqueness
    • Meet the Computer Challenge
    • Prepare for the Unexpected
  • Step 4: Make Sure Your Customers Return
    • Handle Complaints Effectively
    • Get Difficult Customers on Your Side
    • Take That One Extra Service Step

Part 3: Notes and Comments

 

  • Assess Your Customer Service Skills
  • Service Provider Self-Assessment Scale
  • Scoring the SP SAS
  • Conclusion
  • Author's Notes and Comments
  • Additional Reading
  • To the Supervisor and/or Trainer
  • Upon Completion of the Program