| Course Outline - Principles of Quality Customer Service - Morning Session (Click Here for Afternoon) |
Time |
Content |
Objective |
8:30 |
Welcome / Introductions |
Introductions - Define Course Objectives |
8:45 |
Overview |
The Power of Customer Service |
9.:00 |
The 3 Basic elements of
Excellent Customer Service |
- Expanding the definition of Service
- Who are Customers
- Developing a Customer Friendly Attitude
|
9:15 |
The Spirit of Customer Service |
- Communicating with Others
- Establishing Relationships |
9:30 |
Participant Exercise
Evaluation Questionnaire |
Self Evaluation Questionnaire |
9:45 |
Score the Self Evaluation |
Score Levels:
- Bronze
- Silver
- Gold |
10:00 |
Morning Break |
15 Minute Coffee Break |
10:15 |
Non- Verbal Communication |
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 Communications |
- Inflection and Tone
- Volume
- Pace
- Reflecting Intensity |
11:15 |
Telephone Etiquette |
Participant exercise
Scenario 1 - How to Answer the Telephone
Scenario 2 - How to Put the Customer on Hold |
11:30 |
Telephone Etiquette Continued |
Participant exercise
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 |
