Customer Service:
Listening, Responding, and Resolving

Topic-Level Outline

Days: 2

Prerequisites: None

Unit 1 : Customer service basics

Topic A: 0 Customers

A-1: Sharing customer expectations

A-2: Defining your customers

A-3: Identifying why customers call

A-4: Identifying top customer service pitfalls

Topic B: 0 The service culture

B-1: Supporting a customer service culture

B-2: Discussing customer service as a process

Unit 2 : Customer service skills

Topic A: 0 Organization skills

A-1: Identifying your products and services

A-2: Prioritizing activities

A-3: Identifying procrastination techniques

A-4: Grouping tasks into batches

Topic B: 0 Communication factors

B-1: Using persuasive words and voice techniques

B-2: Discussing body language

Topic C: 0 Personal motivation

C-1: Identifying motivating and unmotivating factors

C-2: Identifying the benefits of motivation

C-3: Identifying your career goals

C-4: Developing your motivation

C-5: Identifying causes of stress

C-6: Discussing stress-reduction techniques

Unit 3 : Greeting customers

Topic A: 0 Greeting overview

A-1: Discussing moments of truth

A-2: Discussing ways to greet customers

Topic B: 0 Phone and e-mail messages

B-1: Developing voice-mail messages

B-2: Developing e-mail messages

Topic C: 0 Rapport

C-1: Brainstorming ideas for building rapport

C-2: Focusing on the customer

Unit 4 : Listening and questioning

Topic A: 0 Listening

A-1: Discussing the cost of poor listening

A-2: Improving your listening skills

Topic B: 0 Questioning

B-1: Identifying question types

B-2: Discussing the examination process

B-3: Developing questions

Unit 5 : Responding

Topic A: 0 Responding to customers

A-1: Discussing challenging customer service situations

A-2: Creating bridging statements

Topic B: 0 Resetting expectations

B-1: Discussing misconceptions

B-2: Using words that work

B-3: Using words that don’t work

B-4: Rewording undesirable phrases

Topic C: 0 Working toward solutions

C-1: Discussing Responsive CARE

C-2: Working on negotiating strategies

C-3: Practicing negotiation

Unit 6 : Resolving issues

Topic A: 0 Customer appreciation

A-1: Discussing ways to acknowledge your customers

A-2: Discussing cross-selling and up-selling

Topic B: 0 Follow-up techniques

B-1: Discussing ways to show customer appreciation

B-2: Discussing ways to go the extra mile

Unit 7 : Using what you’ve learned

Topic A: 0 The implementation phase

A-1: Recording ideas from satori moments

A-2: Committing to improvement

Topic B: 0 Resources and tools