Customer Service Program

Receive the foundational principles and skills to provide excellent customer service to your external clients and internal coworkers. Start a rewarding job or improve your career by attending Hawkeye's comprehensive Customer Service Training program. Good customer service needs to be learned and continuously sharpened. This flexible program allows you to choose the classes that make the most sense for your employees and business. This training is ideal for large and small organizations.

Why Train with Hawkeye

• Benefits all employees from the factory floor to retail, restaurants, health services, IT, and administration.
• Recognizes coworkers are internal customers.
• Practices all communication methods – face-to-face, telephone, and written.
• Uses the latest techniques for managing upset customers.
• Includes pre- and post-program testing to measure learning effectiveness.
• Utilizes engaging and interactive exercises to practice skills and receive immediate feedback.

Who Should Attend

• New staff beginning a career in customer service.
• Current staff who require additional or specific training.
• Small and large businesses who want to reduce initial customer service training.
• Businesses who want a consistent and high standard of service for their customers.
• Employees and volunteers who want to be confident handling upset customers.

Program Delivery

The program can be delivered in three ways to fit the needs of any business.

• Register for one of the open enrollment classes. Classes are offered throughout the year.
• Train at your business site or a location of your choice.
• Customize the program to fit your unique needs.

Choose one or more of the knowledge classes to fit your needs.

How to Control Telephone Conversations with Customers

This course provides guidelines and best practices enabling participants to work over the phone with customers, and present an image that reflects confidence, credibility, and capability.

• Describe how communicating over the phone is different than face to face.
• Greet, transfer and place a caller on hold properly.
• Answer questions professionally and thoroughly.
• Handle upset customers.

How to Write Clear, Concise Communication to Customers

This course provides guidelines and best practices enabling participants to work face-to-face with customers, and present an image that reflects confidence, credibility, and capability. This course also provides guidelines and best practices to enable participants to express ideas clearly, accurately, and professionally in business writing, either in a letter, email, text, or social media.

• Explain different options for written communication.
• Plan your message.
• Organize your message for your audience.
• Polish your message to ensure it communicates the message you want.
• Give bad news in writing.
• Write a business letter, email, text.
• Respond to angry customers.

The Secret to Stellar Customer Service — Internal Customer Service

This course will show the importance of delivering exceptional customer service to others within their organization and its affect on the quality and speed of service delivered to external customers. Participants will become self-aware of their responsiveness, communication, teamwork, and problem-solving skills to help their organization succeed.

• Describe the differences and similarities between internal and external customer service.
• Explain why it is important to deliver good internal customer service and how that impacts the service delivered to the external client.
• Explore ways the 5 R’s/ Principles of Internal Customer Service can be integrated into a job.
• Review effective communication skills.
• Practice conflict management steps.
• Review and identify ways to become a better team member.

Handling Hot Customer Situations with a Cool Head

This course will equip participants with the right attitude and strategies to handle customers who are not pleased with the organization so they can more confidently represent the business favorably and themselves professionally.

• Comprehend the value of complaining customers and leveraging the opportunity to improve the organization.
• Be exposed to a variety of strategies and practices to select the best technique for controlling an upset customer situation.
• Practice the 5 Step Recovery Process in various customer scenarios.
• Review techniques and practice how to frame a conversation or email that will resolve a heated exchanged between a customer service employee and client.

Questions

Contact Corporate and Business Solutions.