Description
Course Overview
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.
Course Objectives
* State what customer service means in relation to all your customers, both internal and external
* Recognize how your attitude affects customer service
* Identify your customers’ needs
* Use outstanding customer service to generate return business
* Build good will through in-person customer service
* Provide outstanding customer service over the phone
* Connect with customers through online tools
* Deal with difficult customers
Table of Contents
Course Outline
Module One: Getting Started
Module Two: Who We Are and What We Do
Module Three: Establishing Your Attitude
Module Four: Identifying and Addressing Customer Needs
Module Five: Generating Return Business
Module Six: In-Person Customer Service
Module Seven: Giving Customer Service Over the Phone
Module Eight: Providing Electronic Customer Service
Module Nine: Recovering Difficult Customers
Module Ten: Understanding When to Escalate
Module Eleven: Ten Things You Can Do to Wow Customers Every Time
Module Twelve: Wrapping Up
Good Customer Service is the lifeblood of any business.
System Requirements
Knowleged of PC, Pen, Paper
Living Development Corp.
For over 20 years Dr.Hairston worked for non profit and for profit organizations. He's native of Columbus,Ohio. He has experience serving as Executive Director of several Community Development Corporations,Vice-President of a Real Estate Investment Group,State-Wide Director for a National non-profit organization, and Senior Pastor of Living Word Bible Fellowship. An inspirational speaker/motivator who will hold your attention from the first minute on. A trainer who will help communicate organizational strategies to your group and help them stay in alignment with your organization's mission and goals.
Dr. Kevin S. Hairston is the Pastor/Founder of Living Word Bible Fellowship. He is a native of Columbus, Ohio, where he attended Columbus Public Schools. After graduating from High School, he attended The Ohio State University where he received a Bachelor of Science degree in Political Science. He later attended Trinity Lutheran Seminary where he obtained a Master's degree in Theological Studies. In 2008, he received his Doctorate in Ministry from United Theological Seminary in Dayton, Ohio.
In August of 2009 he released a book titled “Why Men Hide Behind Trees”. In the Spring of 2017, he released a new book titled "Intentional Diversity". Currently he's working on a new book called “Think Like A Woman, Act Like A Woman, Lead Like A Woman”.
