4 Hour Basic Operator Course
Module One: Getting Started. 4
Module Two: Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Module Two: Review Questions
Module Three: Establishing Your Attitude
The Power of a Smile
Module Three: Review Questions
Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Case Study. 21
Module Four: Review Questions
Module Five: Generating Return Business
Turning Difficult Customers Around
Module Five: Review Questions
Module Six: In-Person Customer Service
Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service.
Using Body Language to Your Advantage.
Module Six: Review Questions
Certification for 20 Officers
Includes Certificate of Completion
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Deal with difficult customers
Public Safety Customer Service (P.S.C.S)
for Security Officers and Employees
Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication.
Tips and Tricks
Module Seven: Review Questions
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication.
Tips and Tricks.
Eliminate Electronic Ping Pong.
Module Eight: Review Questions.
Module Nine: Recovering Difficult Customers.
Establishing Common Ground.
Setting Your Limits.
Managing Your Own Emotions.
Module Nine: Review Questions.
Module Ten: Understanding When to Escalate.
Dealing with Vulgarity.
Coping with Insults.
Dealing with Legal and Physical Threats.
Module Ten: Review Questions.
Module Eleven: Ten Things You Can Do to WOW Customers EveryTime.
Module Eleven: Review Questions.
Module Twelve: Wrapping Up.
Words from the Wise.
6 Hour Instructor Program
5 Instructor Candidates Needed for Seminar
Instructor Power Points
Templetes to Issue Students