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Customer Service Skills Training

This workshop will provide participants with the skills in effectively interacting with different types of customers. Participants will learn to treat clients correctly, in both face-to-face, written, and phone interactions.

• I. Introduction (Discussion, Reflection, and Activities)
  
• Definition of Customer Service
• The Importance of Customer Service for Businesses
• The Impact of Good and Bad Customer Service
• Identifying the Different Types of Customers and Their Needs
• 
  
  II. Employing Customer Service in Communication (Discussion and Activities)
  
• Verbal and Non-Verbal Communication Skills
• Active Listening and Questioning Techniques
• Using Politeness and Positive Language
• Building Rapport, Paraphrasing, and Assurance of Help
• Apologizing and Empathizing
• Resolving the Customer's Concerns
• Doing the Extra Mile
• 
  
  III. Customer Service in Different Media of Communication (Workshop)
  
• Customer Service in Email
  • Structure of a Customer Service Email
  • Ensuring Correct Tone of Emails
  • Reading between the Lines: Ensuring All Problems are Resolved
• Customer Service in Phone Conversation
  • Structure of a Customer Phone Conversations
  • Approaches for Inbound and Outbound Calls
• Customer Service in Chat Conversation
  • Structure of a Customer Chat Conversations
  • Reminders when Handling Chats
• Customer Service in Face-to-Face Conversation
  • Structure of a Customer Face-to-Face Conversations
  • Facial Expressions and Body Language
• IV. Handling Irate Customers (Workshop)
  
• Understanding Irate Customers
• General Tips in Handling Unsatisfied Customers
• Types of Complains and How to Handle Them
• General Tips in Handling Irate Customers
• Steps to Dissipate an Irate Customers
• 
  ​V. Customer Service Best Practices (Discussion and Synthesizing)
  
• Creating a Culture of Customer Service
• Measuring Customer Satisfaction: Creating a Scorecard
• Identifying Areas for Improvement and Setting Goals

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