Customer Service Training Agenda

8:30 – 9:00am - Session 1: Welcome! The World of Customer Service
(A general overview of what customer service is, what customer contacts are, the general level of service in America today.)

9:15 – 10:30am - Session 2: The Basics
The 5 “A’s” of Customer Service - Every Customer Inter-action has these elements.
A ‘Customer Touch’ is a ‘Series of Moments’ - The many ‘Moments’ of every customer inter-action.
Verbal / Non-Verbal Communication - A fun and a bit wild look at how people communicate.

10:45 – 12:00pm - Session 3: Understanding the Customer
Reading the Customer - Practical techniques for ‘reading’ different customers.
Matching the Customer - Practical techniques for ‘matching’ different customer styles.

12:00 – 12:45pm Lunch: Box Lunch Provided
You're our guest! Make sure you tell us your preference for type of lunch.

12:45 – 2:00pm Session 4: Finishing School for Professionals
Charm School - Relaxing, smiling, confidence, manners, etc.
More Polite than the Customer - Making sure the ‘Customer’ receives the most hospitality.

2:15 – 3:30pm Session 5: Enhancing Personal Skills
The ‘Art of the Telephone - Practical techniques for excellent phone skills.
2 Ears, 1 Mouth = Listening Equation - One of the greatest lessons to learn: Listen.

3:30 – 4:00pm Session 6: Jeopardy! Customer Service Style!
Putting all the lessons learned together in a fun game!