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Customer Service Foundation

2-Day, 14 PDU/CDU/CEU, $995. This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits. You will explore the background and techniques of customer interactions.

Prerequisite:

There are no prerequisites for this course.

Course Outline:

Lesson 1: The Value of Customer Care

  • Understand Customer Care
  • Customer Care and Motivation
  • Standing Out with Customer Care

Lesson 2: Customers Define Success

  • Trends in Customer Service
  • The Customer Care Equation

Lesson 3: You Make the Difference

  • The Human Touch
  • Applying the Human Touch

Lesson 4: Customer Relationships

  • Face-to-Face Contact
  • Service Face to Face
  • Benefits of Active Listening
  • The Value of Complaints
  • The Service Recovery Process

Lesson 5: Who Is the Customer?

  • Customer Relationship Management
  • Internal Customers
  • Value Chain Management

Lesson 6: Engage Difficult Customers

  • The Unreasonable Customer
  • The Angry Customer
  • The Unhelpful Colleague

Lesson 7: Increasing Customer Loyalty

  • Moments of Truth
  • Analyze Moments of Truth

Lesson 8: Increase Sales via Service

  • Sales Orientation
  • Features and Benefits
  • The Nature of Persuasion