Customer Relations Management

A 6 hour program that can be tailored to a company's needs. The program can take place in 1 - 4 sessions and consists of the following modules:

  • Module One: Getting Started
    • Icebreaker
    • Housekeeping and Safety Items
    • Workshop Objectives
  • Module Two: Who We Are and What We Do
    • Who Are Customers? (internal/external)
    • What is Customer Service?
    • Who Are Customer Service Providers?
  • Module Three: Establishing Your Attitude
    • Appearance Counts!
    • The Power of a Smile
    • Staying Energized
    • Staying Positive
  • Module Four: Identifying and Addressing Their Needs
    • Understanding the Customer's Problem
    • Staying Outside the Box
    • Meeting Basic Needs
    • Going the Extra Mile
  • Module Five: Generating Return Business
    • Following Up
    • Addressing Complaints
    • Turning Difficult Customers Around
  • Module Six: In-Person Customer Service
    • Dealing With At-Your-Desk Requests
    • The Advantages and Disadvantages of In-Person Communication
    • Using Body Language to Your Advantage
  • Module Seven: Giving Customer Service over the Phone
    • The Advantages and Disadvantages of Telephone Communication
    • Telephone Etiquette
    • Tips and Tricks
  • Module Eight: Providing Electronic Customer Service
    • The Advantages and Disadvantages of Electronic Communication
    • Understanding Netiquette
    • Tips and Tricks
    • Examples: Chat or e-mail
  • Module Nine: Recovering Difficult Customers
    • De-Escalating Anger
    • Establishing Common Ground
    • Setting Your Limits
    • Managing Your Own Emotions
  • Module Ten: Understanding When to Escalate
    • Dealing with Vulgarity
    • Coping with Insults
    • Dealing with Legal and Physical Threats
  • Module Eleven: Ten Things You Can Do To WOW Every Time
    • Ten Tips
  • Module Twelve: Wrapping Up
    • Words from the Wise
    • Lessons Learned: Student-centered Feedback Session
    • Completion of Action Plans and Evaluations