About This Course

Perhaps you're an accountant, serving the employees by producing their paychecks 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. You will be provided with a strong skill set including in-person and over-the-phone techniques, dealing with difficult customers, and generating return business. Module One: Getting Started Module Two: Who We Are and What We Do Who Are Customers? (internal/external) What is Customer Service? Who Are Customer Service Providers? Module Three: Establishing Your Attitude Appearance Counts! The Power of a Smile Staying Energized Staying Positive Module Four: Identifying and Addressing Their Needs Understanding the Customer's Problem Staying Outside the Box Meeting Basic Needs Going the Extra Mile Module Five: Generating Return Business Following Up Addressing Complaints Turning Difficult Customers Around Module Six: In-Person Customer Service Dealing With At-Your-Desk Requests The Advantages and Disadvantages of In-Person Communication Using Body Language to Your Advantage Module Seven: Giving Customer Service over the Phone The Advantages and Disadvantages of Telephone Communication Telephone Etiquette Tips and Tricks Module Eight: Providing Electronic Customer Service The Advantages and Disadvantages of Electronic Communication Understanding Netiquette Tips and Tricks Examples: Chat or e-mail Module Nine: Recovering Difficult Customers De-Escalating Anger Establishing Common Ground Setting Your Limits Managing Your Own Emotions Module Ten: Understanding When to Escalate Dealing with Vulgarity Coping with Insults Dealing with Legal and Physical Threats Module Eleven: Ten Things You Can Do To WOW Every Time Ten Tips Module Twelve: Wrapping Up Duration: 1-2 day in-house workshop with an expert trainer, dependent on your needs (in-person or online)

Policies

Quotations: Quotes are valid for 30 days only. Payments: Payments are due within 30 days from the invoice date if you have an approved account with ht+a, alternately according to any written agreement between ht+a and the Customer, failing which payment is due immediately upon receipt of the invoice. Confirmation: Delegate placements on public courses or scheduling of in-house courses will only be confirmed once payment, an approved purchase order or a signed quotation/agreement is received. All Events: It is the customer's responsibility to ensure they have a stable and active internet connection with suitable equipment (computer or smartphone) to join video calls (where applicable) and access course materials and tests. ht+a's sustainability policy includes not providing printed course materials, including for in-person events, however, customers may choose to print their course materials if desired. In-Person Public Events: The course fee includes the event venue, coffee, refreshments, and lunch. It does not include hotel rooms or travel expenses. ht+a will share the discounted group rate for hotel accommodation with you when available and recommends booking between 2 and 3 weeks prior to each event for rates and flexibility. ht+a is not liable for travel expense losses due to cancellation by either party, weather, flight delays, or other unforeseen circumstances. In-Person In-House Events: Pricing assumes the training will take place at the client's location and ht+a will not provide any catering. The Client will ensure that the training room will be equipped with all necessary tools including flip charts, markers, video projectors/screens, and appropriate furnishings. Publications: The price for certain courses includes the official VDA QMC publication and shipping thereof. Please note that additional local customs or delivery fees are for the customer's account and ht+a will not be responsible for these fees. Certificates: Certificates for VDA QMC courses will only be issued once full payment is received. Certificates for ht+a courses will be automatically issued upon completion of course requirements.

Customer Service

About This Course

Policies

Join us on our mobile app!