Rt PROJECTS INC. Module 8: Delivering Customer Service Training Workshop

Rt PROJECTS INC.

Business Process Improvement

519.342.6629

Customer Experience Centre of Excellence

Module 8: Delivering Customer Service Training Workshop

This module provides Customer service training to staff who, on a day to day basis, interact with and service customers. This powerful training course covers topics that prepares and empowers staff to provide the ultimate customer experience that results in return business. The Course outcomes include:

w Establishing a customer service oriented attitude

w Identifying various modes of customer interaction

w Meeting and exceeding customer's needs

w Handling difficult customers and situations

w Generating return business

w Improving the current status

The course is structured in 12 modules as follows:

Module One: Getting Started
Module Two: Who We Are and What We Do
Module Three: Establishing Your Attitude
Module Four: Identifying and Addressing Their Needs
Module Five: Generating Return Business
Module Six: In-Person Customer Service

Module Seven: Giving Customer Service over the Phone
Module Eight: Providing Electronic Customer Service
Module Nine: Recovering Difficult Customers
Module Ten: Understanding When to Escalate
Module Eleven: Ten Things You Can Do To WOW Every Time
Module Twelve: Wrapping Up

Course format: Instructor led, interactive training conducted at the client's premises.

Pricing: $4995 (plus applicable taxes). The price includes:

w One day ( 8 hours) On-site training for upto 8 participants

w Course Material workbook for each participant

w Parking lot action items list

w Half day (4 hours) refresher and follow up session of action (parking lot) items (to be scheduled two weeks after the initial session)

w Certificate of Completion for each participant

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