1.      Definition and Importance of Customer Service

                     I.            What exactly is a brand?

                   II.            Difference between CS and CEX

                 III.            Needs of customers

                IV.            Why CS so important?

                  V.            What is the impact of poor CS?

                VI.            Objectives of CS

               VII.            Benefits of CS

             VIII.            Key success factors of CS

 

2.       Who Offers Customer Service

a.       Advantages of keeping customers

b.       CS facts

c.       Who offers CS?

d.       How to offer CS

e.       Words and phrases that damage customer relationships

f.        Words and phrases that build customer relationships

g.       Express Empathy to customers

 

3.       Fixing the Customer Service Basics

a.       The four Ps of CS

b.       Critical CS moments

c.       Actively avoid critical mistakes

d.       Focus of satisfaction over service

e.       The basic service standards

f.        Basic CS skills

 

4.       Delivering superior service

a.       Why do you need to treat customers well

b.       What is superior customer service

c.       What does customer expect from us

d.       Qualities required for excellent CS

e.       CS representative

f.        Superior CS

g.       Managing yourself

 

5.       CS Skills to Win customer hearts

                     I.            What skills are needed

                   II.            Methods of delivering service

                 III.            Communicating effectively with customers

                IV.            Communication equation

                  V.            Barriers to effective communication

                VI.            How to listen to customers

               VII.            Effective communication skills

             VIII.            Questioning skills

                 IX.            Attitude checklist

                   X.            Skills for customer service

                 XI.            Greeting customers

               XII.            Find out how you can help

             XIII.            Body language for a positive result

             XIV.            Presentation and manner

              XV.            A positive first impression

             XVI.            What to avoid

           XVII.            Customers with special needs

 

6.       How to deal with different types of customers

                     I.            The talkative customer

                   II.            The angry customer

                 III.            The know it all customer

                IV.            The indecisive customer

                  V.            The suspicious customer

                VI.            Understanding human behavior (The DISC behavior model)

Curriculum