BUSINESS ETIQUETTE AND CUSTOMER SERVICE SKILLS FOR VOCATIONAL TRAINING 1
Change of perspective: What do I expect from good customer service?
What are my expectations?
What does “catastrophic” (internal) customer service look like?
Result: List of requirements of good service (in the SAP environment)
Transfer: What do my colleagues, my company, my customers expect from me?
Who are my (internal) customers? Who are my colleagues?
Which service do I provide for these people?
What do they expect?
Initiating, maintaining and ending small talk
Using appropriate body language
Service standards / Code of Conduct
Development of top 5 service standards / Code of conduct of the company
Concrete: What does this mean for me?
Role play: Practicing these skills
What is easy for me, what is difficult?
What should I practice, when and where?
BUSINESS ETIQUETTE AND CUSTOMER SERVICE SKILLS FOR VOCATIONAL TRAINING 2
Change of Perspective / Observation task
Concrete examples: Where did I see excellent customer service, where did I see catastrophic service in my private life?
What have I realized?
Exercises regarding different fields of customer service
(to be determined with client)
Topic may include:
Communication with the customer
Challenging situations and conflicts
Dealing with angry customers
Making phone calls in English
Making a good impression on the phone
Formal and informal writing styles
Writing effective business communications
Social Media writing style
My service profile
Which strengths do I have?
What can I improve?
Action plan for next 6 weeks