Module One: Getting Started

• Icebreaker
• Ground Rules
• The Parking lot
• Workshop Objectives
• Action Plans And Evaluation Forms

Module Two: Who We Are and What We Do

• Who Are Customers? (internal/external)
• What is Customer Service?
• Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

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

Module Four: Identifying and Addressing Their Needs

• Understanding the Customer's Problem
• Staying Outside the Box (not jumping to conclusions)
• Meeting Basic Needs
• Going the Extra Mile

Module Five: Generating Return Business

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around

Module Six: In-Person Customer Service

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

Module Seven: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Module Eight: Providing Electronic Customer Service

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

Module Nine: Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Module Ten: Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time

• We'll share our tips at the workshop!

Module Twelve: Wrapping Up

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