Course Description
Customer service has changed dramatically over the past few decades. New technology has given customer service personnel more options for reaching customers, even as it has given consumers easier access to data and information. This program explains how businesses can still provide great customer service with a personal touch--whether it is through e-mail, the telephone, or a company web site. The tips presented give concrete suggestions for how to use the technological options available today to elevate customer service to the next level and build relationships that will result in loyal and satisfied customers.

Course Outline
1. Customer Service Basics—with a New-Century Twist
Choose Common Sense Over Technology
Understand the “Whys” Behind Company Policies
Help Customers Feel Like Insiders, Not Onlookers
Keep Current on Your Company’s Promotions
Show Respect for Your Customers’ Time
Promise Less and Deliver More
Tell Customers You Appreciate Their Business
Review

2. Customer Service on the Web
Supplement the Software with Human Interaction
Facilitate Customer Service with Technology
Monitor Your Company’s Internet Customer Service
Design Your Web Site to Be Customer-Focused
Include Contact Information on the Site
Make Contact Information Easy to Find
Offer After-the-Sale Help through Multiple Means
Post Your Privacy Policy in Plain Language
Test Your Company’s Web Site for Effectiveness
Review

3. Providing E-Mail Customer Service
Consider E-Mails to Be Public, Legal Documents
Know Your Company’s E-Mail Policies
Present a Positive Impression to Your Customers
Offer Apologies as Needed
Respond Promptly to All Customer E-Mail
Personalize Your E-Mail Responses
Give Complete Information in Everyday Language
Quote Senders’ Queries to Craft Your Responses
Review

4. Customer Relationship Management (CRM) and Service
What Is Customer Relationship Management, or CRM?
Emphasize Customer Retention
Provide Customer Service Based on the 80/20 Rule
Mine Referral Business from Existing Customers
Keep Your Promises to Customers
Build Customer Loyalty with After-the-Sale Service
Work to Eliminate Irritating Policies and Procedures
Keep Up with Changing Customer Expectations
Reward Customers for Staying with Your Company
Review

5. Effective Automated Telephone Service
Determine Telephone Service by Customer Needs
Set Up Automated Systems Correctly
Check Regularly for Proper Operation
Keep Automated Messages Brief
Return Voice Mail Calls Promptly

Customization
Outlines for each program can be tailored to suit your specific training needs.

Suggested Length
6 hours

Delivery Options
We will deliver training to suit your schedule. All programs can be conducted in increments as little as two hours a session or as long as six hours a session.

Cost
$100 per instructor hour plus a one-time $100 administrative fee per program.
Participant materials are extra.