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客户服务计划

Receive the foundational principles and skills to provide excellent customer service to your external clients and internal coworkers. Start a rewarding job or improve your career by attending Hawkeye's comprehensive Customer Service Training program. Good customer service needs to be learned and continuously sharpened. This flexible program allows you to choose the classes that make the most sense for your employees and business. This training is ideal for large and small organizations.

为什么要和靠谱买球app推荐一起训练

Benefits all employees from the factory floor to retail, 餐厅, 卫生服务, IT, 和管理.
Recognizes coworkers are internal customers.
Practices all 沟通 methods – face-to-face, telephone, and written.
Uses the latest techniques for managing upset customers.
Includes pre- and post-program testing to measure learning effectiveness.
Utilizes engaging and interactive exercises to practice skills and receive immediate feedback.

谁应该参加

New staff beginning a career in customer service.
Current staff who require additional or specific training.
Small and large businesses who want to reduce initial customer service training.
业务es who want a consistent and high standard of service for their customers.
Employees and volunteers who want to be confident handling upset customers.

项目交付

The program can be delivered in three ways to fit the needs of any business.

Register for one of the open enrollment classes. 全年都开设课程.
Train at your business site or a location of your choice.
Customize the program to fit your unique needs.

Choose one or more of the knowledge classes to fit your needs.

How to Control Telephone Conversations with Customers

This course provides guidelines and best practices enabling participants to work over the phone with customers, and present an image that reflects confidence, 信誉, 和能力.

Describe how communicating over the phone is different than face to face.
Greet, transfer and place a caller on hold properly.
Answer questions professionally and thoroughly.
处理不高兴的客户.

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How to Write Clear, Concise Communication to Customers

This course provides guidelines and best practices enabling participants to work face-to-face with customers, and present an image that reflects confidence, 信誉, 和能力. This course also provides guidelines and best practices to enable participants to express ideas clearly, 准确地, 在商务写作方面也很专业, 或者在信中, 电子邮件, 文本, 或者社交媒体.

Explain different options for written 沟通.
准备好你的信息.
Organize your message for your audience.
Polish your message to ensure it communicates the message you want.
把坏消息写下来.
写一封商务信函、电子邮件、短信.
回应愤怒的顾客.

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The Secret to Stellar Customer Service — Internal Customer Service

This course will show the importance of delivering exceptional customer service to others within their organization and its affect on the quality and speed of service delivered to external customers. Participants will become self-aware of their responsiveness, 沟通, 团队合作, and problem-solving skills to help their organization succeed.

Describe the differences and similarities between internal and external customer service.
Explain why it is important to deliver good internal customer service and how that impacts the service delivered to the external client.
Explore ways the 5 R’s/ Principles of Internal Customer Service can be integrated into a job.
复习有效的沟通技巧.
实践冲突管理步骤.
Review and identify ways to become a better team member.

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Handling Hot Customer Situations with a Cool Head

This course will equip participants with the right attitude and strategies to handle customers who are not pleased with the organization so they can more confidently represent the business favorably and themselves professionally.

Comprehend the value of complaining customers and leveraging the opportunity to improve the organization.
Be exposed to a variety of strategies and practices to select the best technique for controlling an upset customer situation.
Practice the 5 Step Recovery Process in various customer scenarios.
Review techniques and practice how to frame a conversation or 电子邮件 that will resolve a heated exchanged between a customer service employee and client.

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