Customer Service Self-Management

Customer Service Cycle-Management 

Course Format and Options:

• The Customer Service Cycle-Management Curriculum consists of 8 Modules. Each Module (or course bundle) comprises 5 course topics.

• It is recommended to do the 8 Modules over a 8 month period, so that you have sufficient time to complete each module without putting yourself under pressure, plus the opportunity to apply the principles of each module and make them a habit.  For people who are fast learners or who have a bit more time, it is quite feasible to complete two modules per month.

• There is an Accountability Meeting with a personal Coach at the end of each module, to help you apply the principles to your specific situation and to assist you with a Goal Action Planner (GAP) if required.

• Personal choice and flexibility to suit individual needs: If you do not wish to do the entire curriculum, you may select individual modules and only register for those modules. Pricing is per module.

• Although it is not recommended, in the case of restricted budgets, you can choose to do the eLearning modules without the Accountability Meetings or the benefit of a personal Coach.  However, you can choose to have the Accountability Meetings and the benefit of a personal Coach for selected Modules only, to suit your budget. This adds to the overall flexibility of the wonderful Chart Learning courses

1. FIRST IMPRESSIONS

        Greeting/Introductions

         Customer Courtesy 

         Professional Image/Clothing

         Word Choices

         Telephone Skills

2. BUILDING RAPPORT 

         Business Etiquette/Customer Care

         Instant Rapport 

         Building Trust and Respect

         Confidence in any Situation

         Building Positive Relationships

3. QUESTIONING 

         Information Gathering

         Pinpointing Needs

         Self-Service Questions

         Open-Ended Questions

         Controlling the Conversation

4. LISTENING 

         Authentic Listening

         Increasing Concentration

         Developing Curiosity

         Improving Clarity

         Critical Listening 

5. PROBLEM-SOLVING

         Early Problem Recognition

         Four Stages of Creative Problem-Solving

         Defining Problems Accurately

         Confident Decision Making

         Crisis Resolution

6. DIFFICULT SITUATIONS 

         Calming Upset/Irate Customers

         Difficult Customers

         Call Escalation

         Handling Complaints

         Delivering Bad News

7. FOLLOW-THROUGH

         Upselling Opportunities

         Preventing Buyer’s Remorse

         Email Etiquette Follow-Through

         Customer Feedback and Satisfaction Surveys

         Keeping Customers for Life

8. PROJECT MANAGEMENT

          Introduction to Project Management

         Project Definition

         Project Planning

         Project Implementation

         Project Closure