Training Outline- Customer Service

GOAL:

This workshop will look at all types of customers and how we can serve them better and
improve ourselves in the process. the participants will be provided a strong skillset including
in-person and over the phone techniques, dealing with difficult customers, and generating
return business.

OBJECTIVES:

• State what customer service means in relation to all your customers, both internal and
external
• Recognize how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build good will through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers

SCHEDULE: 02 days’ workshop (4 hours and 30 minutes per day)

DAY 1
Topic Time Duration
Module One: Getting Started
Workshop Objectives 10:00-10:15 15 minutes
Pre-Assignment Review
Module Two: Who We Are and What We Do
Who Are Customers?
10:15- 11:00 45 minutes
What Is Customer Service?
Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
Appearance Counts!
The Power of a Smile 11:00- 11:45 45 minutes
Staying Energized
Staying Positive
Break time 11:45- 12:10 25 minutes
Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box 12:10- 13:00 50 minutes
Meeting Basic Needs
Going the Extra Mile
Module Five: Generating Return Business
Following Up
13:00-13:45 45 minutes
Addressing Complaints
Turning Difficult Customers Around
Module Six: In-Person Customer Service
Dealing with At-Your-Desk Requests
13:45- 14:30 45 minutes
The Advantages and Disadvantages of In-Person Customer Service
Using Body Language to Your Advantage

DAY 2
Topic Time Duration
Summary of Day 1 10:00- 10:10 10 minutes
Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
10:10- 10:50 40 minutes
Telephone Etiquette
Tips and Tricks
Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette 10:50- 11:35 45 minutes
Tips and Tricks
Eliminate Electronic Ping Pong
Module Nine: Recovering Difficult Customers
De-Escalating Anger
Establishing Common Ground 11:35- 12:15 45 minutes
Setting Your Limits
Managing Your Own Emotions
Break Time 12:15- 12:35 20 minutes
Module Ten: Understanding When to Escalate
Dealing with Vulgarity
12:35- 13:20 45 minutes
Coping with Insults
Dealing with Legal and Physical Threats
Module Eleven: Ten Things You Can Do to WOW Customers Every
Time
13:20-14:00 40 minutes
Ten Tips
Case Study
Module Twelve: Wrapping Up
14:00- 14:30 30 minutes
Words from the Wise

MATERIALS, ROOM, and EQUIPMENT:

Training Manual
Notebook and Pen
Name tent/ Nametag
Laptop computer, LCD projector, screen, extension cords, flipchart, markers
Room setup to allow small group activities, with minimum of 5 participants
Ability to move the participants’ chairs into a large circle for selected activities, if possible