Customer Service Excellence

1

Understanding Customer Service
- Overview
- Defining Customer Service
- Types of Customer Service
- Customer Service Terminology
- Why Customer Service is Important
- Summary
2

The Customer
- Overview
- Who is a Customer?
- The Primary Customer
- Targeting Customers
- Finding Your Niche
- Customers Have Rights
- Consumer Rights Law
- Internal Customers
- Importance of Internal Customers
- External Customers
- The Importance of External Customers
- Summary
3

Attitude Is Everything
- Overview
- How to Make a Great First Impression
- Dress to Impress
- Use the Right Body Language
- Appropriate Greeting
- Appear knowledgeable
- The Power of Positive Attitude
- Smile: It’s Infectious!
- Summary
4

Caring For Your Customer's Needs
- Overview
- Thinking Outside the Box
- The Client’s Perspective
- Meeting a Customer’s Needs
- Exceeding Expectations
- Summary
5

Customer Retention - How to Get Them Back
- Overview
- Providing Effective After Sales Service
- What to Do When the Customer is Wrong
- Knowing that the Customer is Never Entirely Wrong
- Giving the Customer Your Best
- Do Not Pass the Buck
- Take Time Out for Complaint Management
- Keep Your Word
- Have the Right Attitude
- Dealing with Complaints
- Listen to the Complaint
- Ask the Right Questions
- Show Empathy
- Follow Through
- Have Adequate Know-How
- Summary
6

Face-to-Face Customer Service
- Overview
- Meeting Customers Face-to-Face
- Using Body Language
- Summary
7

Telephone Customer Service
- Overview
- Telephone Etiquette
- The Advantages and Disadvantages of Telephone Customer Service
- Tips for Providing Better Service
- Summary
8

Electronic Customer Service
- Overview
- Advantages and Disadvantages of Electronic Customer Service
- Netiquette: what do you need to know?
- Email Etiquette: Dos and Don’ts
- Effective Customer Service
- Tips and Tricks for Effective Customer Care
- Summary
9

Rescuing Difficult Customers
- Overview
- Defusing Anger
- Control Your Emotions
- Summary
10

Escalation
- Overview
- Handling Abusive Customers
- Handling Physical Threats
- Summary
11

Make an Impression Every Time
- Overview
- How to Retain Customers Through Best Service
- Top Customer Service Skills
- Summary
- Take a Recap Test
12

Bonus Content
- Going Deeper into the First Impression Philosophy
- Above Average Customer Service Boils Down to Your Attitude
- A Detailed Breakdown of what Great Communication Entails
- Why Perception Trumps Customer Service