PRESENTING:

Customer Service Essentials

Course Overview and Objectives

What do we mean by “customer service”?

In this 2-hour course, we're looking specifically at the interaction between the provider of a product or service and the recipient of that product or service.

In the following segments of the course we will:

  • Challenge you to have a Customer Service Mindset
  • Share insights into what every customer wants: To be Heard & Understood
  •  Encourage you to not "push products", but rather, Provide Solutions, and,
  • Offer tips on how you can Handle Difficult Customers.

Workbook preview

Customer Service Essentials Course Overview

Course Overview and Introduction

  • Course Overview and Objectives
  • Download the Workbook
  • Activity: Self-Reflection

A Customer Service Mindset

  • A Customer Service Mindset
  • Activity: Who Are Your Customers

What Every Customer Wants

  • What Every Customer Wants
  • Activity: Customer Service Scenarios

Providing Solutions

  • Providing Solutions
  • Activity: Solution Statements

Handling Difficult Customers

  • Handling Difficult Customers
  • Activity: Your Difficult Customers

The C4 Networking Strategy

  • Interview with Alex Tremble

Conclusion and Going Deeper