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Customer Service Orientation 101
Module 1: Introduction to Customer Service Excellence
Overview - The Power of Customer Service
Transactional vs. Relationship-Based Service
Service as Part of Your Professional Identity
Reflection Activity
Module 2: Core Service Skills
Professionalism
Active Listening and Empathy
Clear and Respectful Communication
The 3 "C"s of Service: Courtesy, Clarity, and Consistency
Activity
Module 3: Understanding Your Customers
Identifying Customer Types
Cultural Sensitivity and Inclusiveness
Recognizing and Addressing Pain Points
Module 4: Communication for Impact
Professional Phone Etiquette
Written Communication Best Practices
De-escalation and Conflict Resolution
Confidentiality and Professionalism
Activity
Module 5: Problem-Solving and Service Recovery
4-Step Recovery Approach
Handling Challenging Customers
Accountability
Activity
Module 6: Product and Process Knowledge
Know Your Products and Services
Understanding Your Position's Boundaries
Module 7: Professionalism in a Digital World
Adapting, Confidence, & Protecting Privacy
Module 8: The Service Mindset
Going Above and Beyond What's Expected (2:33)
Activity
Conclusion
Key Concepts
Reflection Question
Check Your Knowledge
Adapting, Confidence, & Protecting Privacy
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