Sample Training Outline

Importance of exceptional customer service

• Definition
• Examples of good and unacceptable
• Why it is critical to success
• Impact of poor customer service
• What makes customer service legendary

Who your customers are and what they expect

• External
• Internal
• Expectations of your customers

Measuring customer service

• Review of mystery calls
• Telephone skills quiz
• Self evaluation results

Verbal and non-verbal customer service

• Attitude and other qualities
• Product Knowledge
• Good Communication
• Positive vs. Negative language
• Body language and physical appearance

Phone, voice mail and e- mail etiquette

• Phone etiquette rules
• Greetings
• Placing callers on hold
• Transferring calls
• Taking messages
• Voice mail etiquette rules
• E-mail etiquette rules

Listening, asking questions and offering solutions

• Active listening
• Listening and clarifying
• Asking probing questions
• Offering solutions and showing empathy

Closing the sale and the call

• Customer service requires sales skills
• Closing the call
• The talkative caller
• Follow up

Dealing with difficult customers and problems

• Diffusing angry customers
• Tips for problem calls
• LEAP into handling complaints
• Managing customer expectations
• Using diplomacy

Industry lingo

• Avoid using industry lingo

Group exercise - role playing

Conclusion and evaluation

• Review of expectations
• Receive certificate of completion
• Complete evaluation form

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