Customer Service Excellence for Team Members

Taking the customer’s point of view is essential to understanding what the customer needs. 

• Define the expectations and basic needs of customers
• Summarize what it means to be customer-centric and how that makes customers feel valued and important
• Discuss the benefits of adopting the customer’s point of view
• Explain why advocating for the customer helps improve service for all customers

While customer service jobs can differ by industry, function and focus, the guiding principles are the same across all customer experiences.

• Define the various soft skills needed to project a professional image in all customer interactions
• Explain how creative problem solving can increase customer satisfaction and leave an excellent first impression
• Describe what a win-win outcome is and how to achieve it
• Understand the important correlation between product knowledge and customer experience

Customer service professionals must be able to reframe a potentially negative experience and find a way to make it valuable, promising and beneficial. 

• Explain how to effectively manage difficult customer reactions in order to avoid a poor customer service experience
• Understand how to take a solution-oriented approach to resolving problems
• Recognize the 6 most common customer types and how to tailor your interactions with each
• Identify techniques for coping with anger and stress in the workplace to avoid burnout