Customer Care

1 Getting Started

· Icebreaker

· Ground rules

· The parking lot

· Workshop objectives

· Action plans and evaluation forms

2 Who We Are and What We Do

· Who Are Customers? (internal/external)

· What is Customer Service?

· Who Are Customer Service Providers?

3 Establishing Your Attitude

· Appearance Counts!
(even if not in person)

· The Power of a Smile

· Staying Energized

· Staying Positive

4 Identifying and Addressing Their Needs

· Understanding the Customer’s Problem

· Staying Outside the Box
(not jumping to conclusions)

· Maintaining Schedules

· Meeting Basic Needs

· Going the Extra Mile

5 Generating Return Business

· Following Up

· Addressing Complaints

· Turning Difficult Customers Around

6 In- Person Customer Service

· Dealing With At-Your-Desk Requests

· The Advantages and Disadvantages of In-Person Communication

· Using Body Language to Your Advantage

7 Giving Customer Service over the Phone

· The Advantages and Disadvantages of Telephone Communication

· Telephone Etiquette

· Tips and Tricks

8 Providing Electronic Customer Service

· The Advantages and Disadvantages of Electronic Communication

· Understanding Netiquette

· Tips and Tricks

· Examples: Chat or e-mail

9 Recovering Difficult Customers

· De-Escalating Anger

· Establishing Common Ground

· Setting Your Limits

· Managing Your Own Emotions

10 Understanding When To Escalate

· Dealing With Vulgarity

· Coping With Insults

· Dealing with a Legal and Physical Threats

11 Wrapping Up

· Words from the Wise

· Review of Parking Lot

· Lessons Learned

· Completion of Action Plans and Evaluations