Customer Service Best Practices

Employees have the opportunity to transform a customer’s perception from disappointment to joy. By ensuring your employees are highly engaged in their roles, they will make every effort to provide quality service and customer experience.

Learning Objectives:

• Employ tools to hire the right people for your organization
• Utilize standards listed in each job description so all candidates and employees know what is expected
• Recognize ways to treat your employees the way you want your customers to be treated, because happy employees will lead to happy customers
• Identify how to focus on making the best first impression
• Give your employees the opportunity to be an expert on your products or services, provide them the tools to know the business
• Recognize ways to make customers feel welcome, valued, and appreciated
• Communicate clearly and positively with all customers
• Demonstrate a complete understanding of the customer’s needs
• Examine how to not over-promise on things that can’t be delivered but do offer alternatives
• Demonstrate how to be memorable for the right reasons
• Explain how to show respect for co-workers and customers
• Recognize proper body language and non-verbal communication.
• Explain how to be responsive and seek feedback
• Recognize how to set customer service standards by defining your company standards
• Demonstrate how to be concise and specific about what you expect from your employees based on your customer clientele requirements
• Recall how to be proactive, don’t wait until a customer requests something, anticipate their needs
• Recall how to admit when an error or mistake has occurred, apologize and work to make corrections
• Demonstrate how to go the extra mile to create a lasting impression

How You Will Benefit:

• Participants will learn how to give and receive compliments from customers
• Learn how to handle complaints and concerns
• Learn how to make customer service of your organization’s culture from recruitment to retirement

Who Should Attend:

• Anyone that has internal and external customers

Course Duration: 8 hours

CEUs: .75