CUSTOMER SERVICE

Topics:

• Good and Bad Customer Service
• Customer Focus
• Customer-focused Organizations
• Customer Service Profitability
• Identifying Customers (external and internal)
• Customer Service Delivery and Measurements
• Customer Perceptions
• Active Listening (attention, repeating, summarizing)
• Barriers to Communication
• Service Attitudes
• Personal Signals
• Telephone and Customer Service Techniques
• Recognizing what the Customer is Saying
• Managing Caller Behaviors
• Statements to Avoid

Exercises and Tests:

• Examples of Good and Bad Customer Service Exercise
• Customer Focus Exercise
• Customer-Focused Organization Case Study
• Dimensions of Customer Focus Exercise
• Customer Service Profitability Case Study
• Who Are Your Customers - Role-Play Exercise
• Know Your Customers Exercise
• Solidstate and Redihire Case Study (customer service delivery)
• Customer Service Measurements – Role-Play Exercise
• Customer Perceptions Case Study
• Active Listening Exercises (attention, repeating, summarizing, putting them all together)
• Barriers to Communication - Role-Play Exercise
• Service Attitude Test
• Personal Signals Role-Play (whose line is it anyway)
• Statement-Question-Objection Exercise
• Managing Caller Behaviors
• Statements to Avoid Exercise
• Customer Service Quiz