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Workshops > Customer Service 101

Customer Service 101

Customer Service 101Customer service is an important business skill, regardless of whether you are working in the public or private sector. This workshop focuses on providing excellent customer service to members of the public as well as to internal customers.

Upon completion of the 1-day "Customer Service 101" training workshop, you will be able to effectively:

  • Identify your personal customer/client service skills;

  • Understand and accept your role in providing excellent customer service and it’s effect on the success and reputation of the organization;

  • Understand what constitutes good customer service and extraordinary customer relations;

  • Use effective strategies for responding to, listening to, and communicating with customers in order to meet Customer Service Standards;

  • Identify strategies for sharing information and developing teamwork outside of your work team that will enhance customer service within the organization;

  • Use customer-focused strategies when handling telephone calls; and

  • Develop a plan to apply your learnings from the workshop to enhance your ability to solve customers’ problems.

Key Topics Include:

  • Customer Service Pyramid: You will be introduced to the Customer Service Pyramid and the key components of each part. You will become familiar with the three goals of this pyramid: (1) identify internal and external customers that you serve; (2) learn how to handle negative reactions; and (3) how to create positive memorable experiences for all clients.

  • Characteristics of a Caring Response: You will learn the four characteristics that are known to create positive memorable customer service experiences: acknowledge, appreciate, affirm and assure.

  • Telephone Etiquette: Many of the customer service interactions that employees have are completed by telephone so it is important that everyone have some basic knowledge in this area. “Tuning your telephone ear” and the characteristics of each of the five steps involved in good telephone etiquette are covered in detail: answering the phone; putting the caller on hold; transferring a call; taking a message; and ending a call.

YES - I'd like to arrange to have this workshop delivered in my workplace!

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