Customer Service Mastery Process Syllabus

Length: 6 weeks, 2 hours/week

Kickoff

Pre-Workshop Evaluation

Beyond Customer Service
- What Does a Customer Really Want?
- What Does Customer Service Really Mean
- Your Role in the Company’s Success
- Understanding Human Behavior
- Feeling Good About Yourself

The Power of Goal Setting
- Why Set Goals?
- The Benefits
- Be Persistent
- The Art of Satisfying Customers
- Be a Team Player
- Cultivating Customer Loyalty

Communications
- Be an Effective Communicator
- The Art of Listening
- Going the Extra Mile
- Improving Your Telephone Skills
- Handling Complaints and Mastering Difficult Situations

Customer Service – The Competitive Advantage
- Developing a Positive Self-Image
- Developing a Positive Company Image
- Estimating Your Quality of Service
- Becoming an Excellent Service Provider
- Customer Service is for Everyone

Review goals and action plan

Post-Workshop Evaluation

Program critique