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 - Afternoon Session (Click Here for Morning)
Time	Content	Objective
1:00	Taking the Initiative	Taking Positive initiatives with Customers
1:15	Bounce Back Initiatives	When Your Company Makes a Mistake - Three Steps to Bouncing Back
1:30	When to Bounce Back	5 Critical Bounce Back Points and How to Handle Them
1:45	When You Can't Say Yes	- Circumstances don't Allow it - 6 Basic Needs of the Customer - 2 Ways to say No
2:00	Dealing with Difficult People	6 Steps to Winning with Difficult People Steps 1 - 3
2:15	Dealing with Difficult People - Continued	6 Steps to Winning with Difficult People Steps 4 - 6
2:30	Afternoon Break	Break
2:45	Electronic Communication	E-mail - The Upside and Downside
3:00	Email Styles - Surviving Cyber Space	3 Skills needed for Good E-mail Communication
3:15	Good Cyber Manners	Participant Exercise - Testing Cyber Manners
3:30	Exercise Evaluation	Review the Ten Common Mistakes
3:45	Customer Service Habits	Ten Good Habits of Customer Service
4:00	Customer Service Do's and Don'ts	10 Critical Do's and Don'ts of Excellent Customer Service
4:15	Summary and Review/Course Exam	Review/Questions and Answers - Exam
4:30	Conclude	Concludes - Results of Exam Forwarded to Management