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Customer Service Skills
Prerequisites
None.
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| Duration 1 day(s) |
Defining Customer Service
- What is Customer Service?
- Who is the Customer?
- Developing a Customer Service Strategy
- How Sharp Are Your Customer Service Skills?
Knowing What Your Customer Really Wants
- Developing Customer Service Skills
- Attitude is the Key to Success
- Understanding Customer Logic Theory
- Good Customer Service Habits
- Ineffective Customer Service Habits
Using Effective Body Language
- Understanding Body Language Basics
- Building Rapport using Eye Contact
- Understanding Facial Expressions
- Using Hand Gestures
Having Good Posture
- Using Your Voice Effectively
- Aspects of a Good Voice
- Identification of Common Voice Problems
- Practice Techniques for Improving Voice Quality
Listening Skills
- Are You a Good Listener?
- Learning Effective Listening Skills
- Five Facts About Listening
- What Did I just Hear?
Ten Ways to Improve Listening
- Learing Telephone Skills
- Understanding Telephone Etiquette
- Ending a Call
Building Blocks of Customer Service
- Understanding the BuildingBlocks
- Taking Oqnership
- Listening and Taking Notes
- Utilizing Questioning Techniques
Restating the Solution and Gaining Customer Agreement
- Follow-up
- Working with Challenging Customers
- Challenging Customers
- Customer Types
- Dealing with the Feelings, first
- Managing a Challenging Customer
- The Rewards of Good Service
Managing Stress
- Understanding Stress
- Evaluating Individual Stress Factors
- The Science of Stress
- Ways to Alleviate Stress
Relieving Stress with Relaxation Techniques
- Resource Materials
- Web Sites
- Bibliography
PCS110 ONLINE - 7/12/1999 0:00:00
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