Customer Service Training

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What clients are saying:

"A must course if your employees interact with customers."

Keith Center
Mason International - Cincinnati, Ohio

Jason Duke, Owner
The UPS Store - Murphy, Texas.

Debbie Flaherty
Nationwide Insurance - Murphy, Texas

Yaw Asante
MBP Consulting - Dallas, Texas

Demarcus Coleman
A Better Answer, Call Center - Plano, Texas

Course Outline- Principles of Quality Customer Service - Morning Session (Click Here for Afternoon)
Time	Content	Objective
8:30	Welcome and Introductions	Introductions Define Objectives
8:45	Overview	The Power Of Superior Customer Service
9:00	The 3 Basic Elements of Excellent Customer Service	-Expanding the Definition of Service -Reconsidering who your customers are - Developing a customer friendly attitude
9:15	The spirit of Customer Service	-Communicating with others -Establishing relationships
9:30	Participant Exercise - Evaluation Questionnaire	Participants will complete a self evaluation questionnaire
9:45	Scoring the Self Evaluation	Self Scoring
10:00	Morning Break	Break
10:15	Non Verbal Communications	Introduction to body language as a form of communication
10:30	How Body Language Communicates	- Eye Contact - Facial Expressions - Posture and Movement
10:45	How Body Language Communicates - Continued	- Hand Gestures - Touching - Physical Distance
11:00	Verbal Communication and Problem Solving Over the Phone	- Inflection and Tone - Volume - Pace - Reflecting Intensity
11:15	Telephone Etiquette	Scenario 1 - How to Answer the Phone Scenario 2 - How to Put a Customer on Hold
11:30	Telephone Etiquette Continued	Scenario 3 - How to Transfer a Call Scenario 4 - How to Take a Message
11:45	Final Thoughts on Telephone Etiquette	- Ending the Call - Using Voice Mail
12:00	Break	Lunch