Next Level Academy Customer Service eBook Course

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Module One: Getting Started

Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line.

Workshop Objectives

Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let’s review our goals for today.

At the end of this workshop, participants should be able to:

Define records and archives

Analyze records in context

Classify records

Understand different systems

Maintain and convert records



Module One: Getting Started
  • Icebreaker
  • Housekeeping Items
  • The Parking Lot
  • Workshop Objectives
Module Two: Who We Are and What We Do
  • Who Are Customers? (internal/external)
  • What is Customer Service?
  • Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
  • Appearance Counts!
  • The Power of a Smile
  • Staying Energized
  • Staying Positive
Module Four: Identifying and Addressing Their Needs
  • Understanding the Customer"s Problem
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile
Module Five: Generating Return Business
  • Following Up
  • Addressing Complaints
  • Turning Difficult Customers Around
Module Six: In-Person Customer Service
  • Dealing With At-Your-Desk Requests
  • The Advantages and Disadvantages of In-Person Communication
  • Using Body Language to Your Advantage
                                                          Module Seven: Giving Customer Service over the Phone
                                                          • The Advantages and Disadvantages of Telephone Communication
                                                          • Telephone Etiquette
                                                          • Tips and Tricks
                                                          Module Eight: Providing Electronic Customer Service
                                                          • The Advantages and Disadvantages of Electronic Communication
                                                          • Understanding Netiquette
                                                          • Tips and Tricks
                                                          • Examples: Chat or e-mail
                                                          Module Nine: Recovering Difficult Customers
                                                          • De-Escalating Anger
                                                          • Establishing Common Ground
                                                          • Setting Your Limits
                                                          • Managing Your Own Emotions
                                                          Module Ten: Understanding When to Escalate
                                                          • Dealing with Vulgarity
                                                          • Coping with Insults
                                                          • Dealing with Legal and Physical Threats
                                                          Module Eleven: Ten Things You Can Do To WOW Every Time
                                                          • Ten Tips
                                                          Module Twelve: Wrapping Up
                                                          • Words from the Wise
                                                          • Review of Parking Lot
                                                          • Lessons Learned
                                                          • Completion of Action Plans and Evaluations