Customer Care

1 Getting Started
• Icebreaker
• Ground rules
• The parking lot
• Workshop objectives
• Action plans and evaluation forms

2 Who We Are and What We Do
• Who Are Customers? (internal/external)
• What is Customer Service?
• Who Are Customer Service Providers?

3 Establishing Your Attitude
• Appearance Counts! (even if not in person)
• The Power of a Smile
• Staying Energized
• Staying Positive

4 Identifying and Addressing Their Needs
• Understanding the Customer’s Problem
• Staying Outside the Box
(not jumping to conclusions)
• Maintaining Schedules
• Meeting Basic Needs
• Going the Extra Mile

5 Generating Return Business
• Following Up
• Addressing Complaints
• Turning Difficult Customers Around

6 In- Person Customer Service
• Dealing With At-Your-Desk Requests
• The Advantages/Disadvantages of In-Person Communication
• Using Body Language to Your Advantage

7 Giving Customer Service over the Phone
• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

8 Providing Electronic Customer Service
• The Advantages and Disadvantages of Electronic Communication
• Understanding Netiquette
• Tips and Tricks
• Examples: Chat or e-mail

9 Recovering Difficult Customers
• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

10 Understanding When To Escalate
• Dealing With Vulgarity
• Coping With Insults
• Dealing with a Legal and Physical Threats

11 Wrapping Up
• Words from the Wise
• Review of Parking Lot
• Lessons Learned
• Completion of Action Plans and Evaluations