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Instruction on how to use

Giving Customer Service over the Phone

Home Giving Customer Service over the Phone

Customer Service

Module 1

Getting Started Customer Service
Workshop Objectives Customer Service

Module 2

Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Case Study: Module 2 - Customer Service

Module 3

Establishing Your Attitude
Appearance Counts!
The Power of a Smile
Staying Energized
Staying Positive
Case Study: Module 3 - Customer Service

Module 4

Identifying and Addressing Customer Needs
Understanding the Customer's Situation
Staying Outside the Box
Meeting the Basic Needs
Going the Extra Mile
Case Study: Module 4 - Customer Service

Module 5

Generating Return Business
Following Up
Addressing Complaints
Turning Difficult Customers Around
Case Study: Module 5 - Customer Service

Module 6

In-Person Customer Service
Deailing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service
Using Body Language to Your Advantage
Case Study: Module 6 - Customer Service

Module 7

Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks
Case Study: Module 7 - Customer Service

Module 8

Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong
Case Study: Module 8 - Customer Service

Module 9

Recovering Difficult Customers
De-Escalating Anger
Estabilishing Common Ground
Setting Your Limits
Managing Your Own Emotions
Case Study: Module 9 - Customer Service

Module 10

Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats
Case Study: Module 10 - Customer Service

Module 11

Ten Things You Can Do to WOW Customers Every Time
Ten Tips
Case Study: Module 11 - Customer Service

Module 12

Wrapping Up

You must first complete Getting Started Customer Service before viewing this Lesson

Please sign up for the course before starting the lesson.

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