It is difficult to define what good customer service is from what is not. Thing is, a lot of people in customer service have wrong notions as regards how to deliver such. Are the basics of customer service still applicable in today's business environment? Do we need to re-study these basics to move customer service from good to great? What are the more common mistakes as well as new ones we commit in delivering customer service? In

handling difficult customer situations, how much does attitude count as a technique in managing customer stress? These are the questions this module will address, together with tips on how to handle one's own paradigm when difficult situations arise.

Program Objectives

This 6-hour virtual workshop is intended to understand:

• The role of customer service in today's business environment,
• Exceptional customer service and how to measure it,
• Ways to manage expectations of internal and external customers,
• The link of emotional intelligence to customer service,
• Tools to deal with difficult customer scenarios through self-management,
• Personal action plans to improve how you deal with customers.

Course Outline

• The new role of Customer Service
• Defining Exceptional Customer Service
• Managing Customer Expectations
• Emotional Intelligence and the Customer
• It's all in the packaging
• Tools to help you win or lose the customer
• Know the Weakness
• The Difficult Customers
• Manage yourself