The Essentials of Excellent
Customer Service
OVERVIEW
COURSE HIGHLIGHTS
Customer service is a critical, must-have
skill in today’s competitive business
environment. People have an evergrowing choice where and with whom
they will do business. Achieving excellent
customer service is a critical and ongoing
process that requires commitment.
Build customer rapport and
good will
In this course, you will learn practical,
hands-on techniques for living out quality
customer service every day and turning
customer satisfaction into bottom-line
results. So whether you deal with
customers face-to-face or on the
telephone, you will benefit from the latest
(and best) customer service techniques.
LEARNING OBJECTIVES
Explain techniques for developing
rapport and good relationships
with customers
Explain methods to handle angry
customers diplomatically and keep
from being intimidated by
difficult customers
Discuss how to extend a professional,
friendly image in face-to-face customer
service situations and on the telephone
Recognize how to work as part of a
team to serve the internal customer
OSHPECS Vol.III SP
Learn the people skills that make a
difference for customer service and
public contact pros
Use words that trigger positive,
good feelings
Learn what customers really want,
and the three ingredients for making
customers happy
How to communicate with customers
Use specific words and phrases to
make customers trust and like you
Avoid words that trigger negative,
unhappy reactions
Get information from telephone callers
without offending them
Avoid the nine most common
listening mistakes people make on
the telephone
Handle overly talkative customers
without hurting their feelings
Measure your customers’ level of
satisfaction with your service
Learn to deal with customers who
aren’t fluent in English
Learn to use a customer’s name and
not overdo it
Learn to hear yourself as others hear
you—how you say it is just as
important as what you say
What words and actions signal a “ready
to help” attitude that makes customers
feel good
Effectively handle problems
and complaints
Spot opportunities for turning
complaining customers into
lifetime customers
Explain company policy in a way that
won’t put customers on the defensive
Deal with difficult customers
Learn to deal with unhappy, irrational,
angry and upset customers
How not to be intimidated by
overbearing customers
What to do when you feel yourself
becoming angry with a customer
Dealing with ultra-difficult customers
Learn to repair a damaged
customer relationship
Learn to deal with personal
verbal attacks
Principal reasons customers complain
and how to handle each one
What to do when you’re confronted
with someone who’s rude and abusive
Learn to say “no” when you have to
without arousing resentment
Project a professional image
Keep yourself energized, motivated
and positive
Be a customer service superstar
Evaluate your telephone image
Be a catalyst for building teamwork,
cooperation and support with
your team
Make an immediate good
first impression
Work well with the other departments
in your organization
Sound polished, positive and
professional on the telephone
Increase sales and profitability through
good customer service
Look good and sound wonderful even
when you feel awful
What customer service people need
most from their managers
Make your voice sounds as friendly as
a smile
Learn to handle it when several
customers want your attention at the
same time
End every customer transaction on a
positive note
OSHPECS Vol.III SP
TRAINING DELIVERY
Pre-training: Tailoring and
customization of content
Delivery of training using presentation,
small group exercises, case studies,
role-plays, games, etc.
Post-training: Follow-up within
30 days to review information, provide
coaching, set goals, etc. (optional)