Customer Service

Customer Service Training in Chicago by Training Connection -
http://www.trainingconnection.com
1. Exceptional Customer Service (1 day)

How often do you experience bad customer service? And how many people do you tell of your bad experience? It is a fact that poor customer service is costing businesses millions of dollars each year.

A well-trained, professional customer service representative is vital your company's good image and profitability. Without exceptional customer service, your customers may never return.

• Maintain a positive attitude
• Show attentiveness to customers
• Build rapport with customers
• Use customer friendly language
• Deal effectively with customer complaints and problems
• To handle angry and difficult customers
• Interpret non-verbal communication
• Provide quality service over the phone
• Communicate effectively through e-mail

Unit 1: Customer Service Fundamentals

• Understand customer types
• Understand the importance of customer service
• Build rapport and communicate with customers
• Respond to customers and exceed their expectations

• Develop customer service skills
• Provide high quality customer service
• Solve customer service problems

• Managing dissatisfied customers
• Handle angry customers
• Work with upset customers

• Identify the importance of effective communication
• Identify the importance of interpersonal communication
• Provide good service over the phone
• Compose effective e-mail messages