JobShop, Inc.
Resources for Workforce Development

In this course, we will learn why customer service matters - to your organization and to you and why we need to provide great customer service on a consistent basis. We will define customer service, what it is and what it is not, and learn the basic techniques and practices that, when incorporated into your daily routine, will earn you a reputation for providing a great customer experience.

Course Objectives

• Learn Why Customer Service Matters
• Define Customer Service - What Is It Really?
• Learn Customer Service Basics

Now that you have mastered the basic techniques of customer service in the course, Customer Service - The Basics, it's time to concentrate on working with the difficult customer.

It is when a customer has an urgent need or a problem that needs to be fixed that you have the opportunity to really show your stuff!

In this course, we will learn about the different types of difficult customers, how to determine their real need and what you can do to turn a difficult customer into your biggest fan!

Course Objectives

• Learn about the different types of difficult customers
• Identify their underlying need or problem
• Learn techniques to diffuse the customer

Now that you have mastered how to diffuse a difficult customer in the course Customer Service - Diffusing the Irate Customer, it's time to learn how to handle the problems that may arise when working with the public.

Problems come in all flavors - from easy fixes to creative problem solving to problems you just have to make go away.

In this course, we will learn about the different types of problems and how to determine your course of action.

Course Objectives

• Learn about the Different Types of Problems
• Learn How to Say "No"
• Dealing with Conflict and Difficult Behavior

Many organizations think that Customer Service is handled only by those employees who have direct contact with your customers.

The truth is Customer Service starts with management. It is management that not only provides the organization's policies and procedures, but also sets the tone of an organization.

In this course we will discuss how great customer service in any organization begins with management.

Course Objectives

• Why Management is Critical to Customer Service
• Supporting Your Staff
• Ideas to Implement in Your Business