I. What is superior customer service? Why is it important to you?

• Sincerity, sensitivity, attitude
• Human relations skills
• Out of many departments/people, one team to serve customers

II. Where are you now in your customer service skills?

III. Personal skills:

• What attitude do you communicate? How is your behavior?
• How good are your verbal skills?

IV. Procedural skills; know all of your organization's:

• Products, systems, services

V. It's not just what you say that counts:

• How do you look? (appearance, cleanliness)
• How do you act? (body language)
• How do you sound? (sincerity, enthusiasm)
• How do you speak on the telephone? (vocal variety)

VI. Identify the needs of your customers:

• Basic needs (to be understood, feel welcome, be comfortable)
• Timing (what's expected and when)
• Anticipate customers' needs
• Identify specific needs
• Ask for feedback

VII. Provide the needs (deliver the service):

• Back-up needs (clean-up, filing, phones, etc.)
• What you say and how you say it
• Effective "selling"
• Expand your awareness (listening skills)
• Describe your service
• Translate information into benefits for customers

VIII. How to handle complaints (role-playing):

• Difficult situations
• Empathy (be sympathetic not defensive)
• Don't take it personally
• Problem-solving
• Take that extra step (what you may do to show you care)

IX. Ensure your customers are satisfied

X. Check your progress