Customer Service Courseware

Printable, customizable, training materials

 

Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.

The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
- OR -
  • No Annual Renewal Fees
  • Unlimited Users
  • Unlimited Printing Rights
  • All Components are Completely Customizable!

This trainer's courseware kit includes everything you need to teach Customer Service corporate training workshops:

  • PowerPoint
    Slides
  • Web-based
    Training
  • Quick
    Reference
    Sheets
  • Icebreakers & Exercise
    Files
  • Training Manuals
    & Instructor Guide


Download
FREE Sample
 

Customer Service Course Outline:

Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives


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!
  • 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
  • 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
  • Ten Tips


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

Try a FREE sample and see the value for yourself!

Soft Skills Library

Administrative Support
Anger Management
Assertiveness And Self-Confidence
Attention Management
Basic Bookkeeping
Budgets And Financial Reports
Business Ethics
Business Etiquette
Business Succession Planning
Business Writing
Call Center Training
Change Management
Civility In The Workplace
Coaching And Mentoring
Communication Strategies
Conflict Resolution
Creative Problem Solving
Critical Thinking
Customer Service
Emotional Intelligence
Employee Motivation
Employee Onboarding
Employee Recruitment
Facilitation Skills
Generation Gaps
Human Resource Management
Interpersonal Skills
Job Search Skills
Knowledge Management
Leadership And Influence
Lean Process And Six Sigma
Measuring Results From Training
Media And Public Relations
Meeting Management
Middle Manager
Negotiation Skills
Overcoming Sales Objections
Performance Management
Personal Productivity
Presentation Skills
Project Management
Proposal Writing
Public Speaking
Safety In The Workplace
Sales Fundamentals
Stress Management
Supervising Others
Supply Chain Management
Talent Management
Teamwork And Team Building
Time Management
Train-The-Trainer
Workplace Diversity
Workplace Harassment
Workplace Violence
Body Language Basics
Office Politics for Managers
Work-Life Balance






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