| Included
Materials:67-page Instructor Guide, 57-page Student Workbook, Power Point Presentation,
Handouts, Evaluations, Tests and Answer Keys, Tactics for Improving, and
much more (17 component files in all).
COURSE OUTLINE
This workshop will help you teach participants how
to:
- Recognize that service delivery is an individual
response value
- Understand how an individual’s behavior impacts
the behavior of others
- Develop more confidence and skill as a
problem-solver
- Communicate more assertively and effectively
- Make customer service a team approach
Introduction and Course Overview
You will spend the first part of the day getting to know participants
and discussing what will take place during the workshop. Students will
also have an opportunity to identify their personal learning objectives.
What is Customer Service?
This session will get participants thinking about the information to
be covered over the next two days through small and large group
discussion.
Who Are Your Customers?
In most organizations and agencies, customers take two forms:
internal and external. This session will look at both types of
customers.
Meeting Expectations
This session will focus on the four critical areas that customers
have expectations for.
Presenting Yourself Properly
Using individual testing, participants will take a look at the
impression they give customers and ways they can improve.
Setting Goals and Targets
During this session, we will look at setting SMART goals.
Standards
Participants will participate in a brief lecture about standards, and
then they will develop a set of standards for the four key components of
customer service.
Communication
This session will focus on communication barriers and how we can
overcome them.
Telephone Techniques
This brief lecture will look at an ideal telephone call, from the
greeting to the conclusion. We will also look at common situations, such
as placing a caller on hold and taking a message.
Managing the Talkative Caller
Talkative people are often interesting and enjoyable, but on the
telephone they can take up a lot of time. Participants will work in
small groups to identify ways to deal with talkative callers.
Dealing with Difficult Callers
During this session, participants will work in small groups to
complete a mix-and-match exercise on common types of difficult callers
and appropriate responses.
Dealing with Challenges
There are many types of unexpected challenges that we can encounter
every day. Participants will work on small groups to develop responses
to some of these issues.
Increasing Your Assertiveness
We will explore an easy four-step formula that will help you
communicate more effectively and assertively.
Dealing with Difficult People
This session will give participants an opportunity to understand
difficult behavior, identify some coping strategies, and discuss the
difficult person they find most trying.
Dealing with Conflict
We will examine five ways to deal with conflict.
The Problem Solving Process
We will look at a six step plan for solving problems. Then,
participants will apply the plan to a case study.
Seven Steps to Customer Problem Solving
We will look at a plan designed specifically for solving customer
service problems. Then, participants will practice using the plan in a
role play.
The Recovery Process
During this session, we will look at a six-step process that you can
use to turn customers around.
Eliminating Customer Service Problems
Wouldn’t it be great if you never had to deal with an upset customer
again? This session will examine some ways that you can reduce customer
service issues.
Service PRIDE is a Team Effort
This session will look at five things that the company as a team can
do to improve customer service.
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