Private: A Blueprint for Good Customer Service: A Training Solution
INTRODUCTION
Welcome to Your Customer Service Training Solution
A TRAINING SOLUTION
Getting to Know Customer Service
4 Topics
Customer Service 101
Customer Service Overview
Customer Service Defined
The Goal
Working with and For the Customer
5 Topics
Meet the Customer
What Not To Do
Best Practices
Competencies
Professionalism
Effective Communication with the Customer
9 Topics
How We Communicate
The Actual Words
Tone of Voice
Body Language
Voice Only Communication
Phone Best Practices
Learn to Listen
Ask the Right Questions
Bringing it All Together
Working with Diversity and Difference
6 Topics
Know Your Customer
Perceptions
Abilities and Services
Best Practices
Ensure Understanding
Challenge Yourself
Strategies for When Things Go Wrong
10 Topics
It Happens to All of Us
Introducing the Challenge
Meeting the Challenge
The Angry Customer
Best Practices
Navigating A Crisis
Emergencies
Threats
One on One
Stay Calm
The Internal and External Customer
11 Topics
Successful Interaction
Personality Types
The Internal Customer
Relationships
Working with Generational Differences
Silent Generation
Baby Boomers
Generation X
Generation Y
Generation Z
Moving Forward
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Perceptions
Private: A Blueprint for Good Customer Service: A Training Solution
Working with Diversity and Difference
Perceptions
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