Quality Customer Service Training

Part 1: Winning with the Customer

• Do You Have What It Takes to Win with the Customer?
• Comparing Customer Service to a Refrigerator
• What Is Quality Customer Service?
• Four Reasons Why Quality Service is Important
• Adopting a Customer Service Perspective
• Why Winning at Customer Service is Important to You
• Summary

Part 2: Showing a Positive Attitude

• Why a Positive Attitude Is Important
• Communicate Your Best Image
• Monitoring the Sound of Your Voice
• Using the Telephone Effectively
• Staying Energized
• Summary and Follow-Up

Part 3: Identifying Customer Needs

• Identifying Customer Needs
• Understanding Basic Needs
• Recognizing Customer Timing Requirements
• Stay One Step Ahead of Your Customers
• Remaining Attentive
• Using a CRM System
• Summary

Part 4: Providing for the Needs of Your Customers

• Providing for Your Customers' Needs
• Meeting Basic Customer Service Needs
• Performing Important Backup Duties
• Sending Clear Messages
• Saying the Right Thing
• Selling Your Organization's Uniqueness
• Meeting the Computer Challenge
• Preparing for the Unexpected
• Summary

Part 5: Making Sure Your Customers Return

• Making Sure Your Customers Return
• Soliciting Customer Feedback
• Handling Complaints Effectively
• Getting Difficult Customers on Your Side
• Taking That One Extra Service Step
• Reviewing the Actions that Cause a Customer to Return
• Striving for Quality Customer Service