Customer Service

Customizable Training Materials


Customer Service

Customer Service

Easily edit and re-brand as your own!

$597.00

Each course kit now includes:

Training manuals and instructor's guide
Powerpoint slides and flip chart notes
Workshop activities and exercises

 

Monthly payment plans now available – call for details!


 Download A FREE Course

Perhaps you're an accountant, serving the employees by producing their pay checks 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.

Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

 

 

Course Outline

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
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
  • Words from the Wise
  • Review of Parking Lot
  • Lessons Learned
  • Completion of Action Plans and Evaluations

Customer Reviews

Based on 2 reviews Write a review
Each courseware kit contains everything
you need to teach workshops:
Trainer's Guide
Workbooks
Powerpoint Slides
Activities
Exercises
And More!
Lifetime License – Unlimited Audience
Lifetime License – Unlimited Audience
Fully Customizable - Print on Demand
No per user fees or monthly subscription
No Costly Certification process

Courseware.com is relied upon by hundreds of companies worldwide!

  • Since purchasing the course material I have already made my money back by conducting training in both customer service and workplace harassment. Both courses went very well. I am very happy with the material!

    Ashley Willis,
    Houston Training Solutions

    The training products I received from your company are fantastic! I am thoroughly impressed and they have far exceeded my expectations in quality and professionalism. The customer service and attention to detail provided is outstanding! You designed a training package that more than meets my needs. Thank you!

    Pamela Wiggins
    Wiggins Management & Consulting, LLC

  • Thank you so much for your note, and for the professionalism of all the Corporate Training Materials team, that made my dealing such a very pleasant experience.

    Mohamed Abdelrazek,
    Independent Trainer

    Thanks for the excellent experience we had with your organization.
    I know, it's been a year already and all what we have experienced is EXCELLENCE. We are very, very pleased and it was one of the best investments that we had during last year. I thank you again for the great assistance your material were to us, and for the great investment we had with your organization.

    Maisa Karkotli
    OUSOS HR & Institutional Development

  • When I came upon your training library I was intrigued. I not only purchased the soft skills package, my VP of HR suggested we get the Microsoft package as well.

    Peggy Ann Anderholm
    Manager, Education and Workforce Development
    Marvin Windows and Doors

    Thank you so very much for the entire set. I am very happy to see how professionally you have made each training module. I am sure this will help me a lot to start my training business. It has really saved my time.

    Charuhas
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