Customer Service Program The emphasis our customer service training is to improve the quality of service and response of the customer service team. This will be done through classroom instruction and one to one coaching.
Course can be modified to best suit your invidual needs
• Service with a Smile - Defining the Standards of Outstanding Customer Service
• Active Effective Listening - First seek to understand, and then seek to be understood
• Professional Communication - Courteous speaking - Call Opening – Greeting – Transfer
• Interpersonal and empathy skills - Trust and understanding the callers standpoint
• Handling Stress & Emotions - Not allowing your emotions or feelings effect you.
• Complaint Handling – Never make it difficult for a customer to complain
• Problem Solving – Identify a Solution - Thinking systematically, logically and quickly
• Team Work Solution Working together and Smooth Handoffs to insure satisfaction
• Product & Organization Knowledge - Offering Educated Solutions
• “Code Red” – “Customer cancelling” - Effective Handling of a High Priority situation
• Honoring Commitments - Insuring Following up on your commitments
Course Material Included
- ABC’s of customer Service
- The Standards of Outstanding Customer service
- Phone call Etiquette
- Transfer Phone call Protocol
- How to Professional Transfer a call
- Handling a unhappy customer
- Effective handoffs
If you need more information Call 718-967-1477 or see