ELEV-CP 005: Customer Service

ELEV-CP 005: Customer Service

Course Number: ELEV-CP 005

Duration: One day

Course Description:

Customer Service recognizes that everyone serves customers in some way, whether externally or internally. From frontline roles to behind-the-scenes support, customer service impacts how organizations function and succeed. This course explores different types of customers and practical ways learners can serve them more effectively while improving their own performance. Learners will build a strong skill set that includes in-person and phone-based techniques, strategies for handling difficult customers, and methods for generating return business.

By the end of this course, learners should be able to:

• Explain what customer service means for both internal and external customers
• Recognize how attitude affects customer service outcomes
• Identify customer needs effectively
• Use outstanding customer service to generate return business
• Build goodwill through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers using online tools
• Handle difficult customers with confidence

Course Modules:

Module One: Who We Are and What We Do

• Who are customers
• What is customer service
• Who are customer service providers

Module Two: Establishing Your Attitude

• Appearance counts
• The power of a smile
• Staying energized
• Staying positive

Module Three: Identifying and Addressing Customer Needs

• Understanding the customer’s situation
• Staying outside the box
• Meeting basic needs
• Going the extra mile

Module Four: Generating Return Business

• Following up
• Addressing complaints
• Turning difficult customers around

Module Five: In-Person Customer Service

• Dealing with at-your-desk requests
• Advantages and disadvantages of in-person customer service
• Using body language to your advantage

Module Six: Giving Customer Service over the Phone

• Advantages and disadvantages of telephone communication
• Telephone etiquette
• Tips and tricks

Module Seven: Providing Electronic Customer Service

• Advantages and disadvantages of electronic communication
• Understanding netiquette
• Tips and tricks
• Eliminating electronic ping pong

Module Eight: Recovering Difficult Customers

• De-escalating anger
• Establishing common ground
• Setting limits
• Managing your own emotions

Module Nine: Understanding When to Escalate

• Dealing with vulgarity
• Coping with insults
• Managing legal and physical threats

Module Ten: Ten Things You Can Do to WOW Customers Every Time

• Ten practical tips

Deliver memorable service experiences with Customer Service, a course designed to help learners build trust, loyalty, and confidence in every interaction. Take the next step and join now to strengthen customer relationships and elevate service standards across your organization.