1.     INTRODUCTION
 
Employees who deal with the public or who serve those who do deal with the public. Customer service skills can increase your value to your company and advance your career at the same time.  
 
2.     OBJECTIVES 

• Recognize that service delivery is an “individual response value.
• Understand how your own behaviour impacts on the behaviour of others.
• Develop more confidence and skill as a problem-solver. 
• Communicate more assertively and effectively. 
• Learn some ways to make customer service a team approach.

3.     OUTLINE
 

• Learning Objectives 
• What is Customer Service? 
• Who Are Your Customers? 
• Meeting Expectations 
• Setting Goals and Targets 
• Standards 
• Communication 
• Telephone Techniques 
• Managing the Talkative Caller 
• Dealing With Difficult Callers 
• Dealing With Challenges 
• Dealing With Difficult People 
• Dealing With Conflict 
• Pre-Assignment Review 
• Group Pursuit (Re-Connect) 
• The Problem-Solving Process 
• Conflict Resolution 
• Seven Steps to Customer Problem Solving 
• The Recovery Process 
• Eliminating Customer Service Problems 
• Service as a Team Effort 
• Doing Your Part 
• Dealing with Stress 
• Personal Action Plan