To See All The Bundles That We Have. Please Click https://www.AcademyWall.com The Workshop Training Library includes all of our courses for workshop training. Scroll down to see all of the courses included, plus other bulk pricing options. All of these workshop resources can be easily customized: mix and match training topics between courses, add new content, and even re-brand as your own. Here's what's included with each course: INSTRUCTOR GUIDE TRAINING MANUAL POWER POINT SLIDES FLIP CHART NOTES ACTIVITIES AND EXERCISE FILES QUIZZES AND TESTING Module One: Getting Started Every organization is responsible for maintaining records. The ability to create, organize, and maintain records and archives is essential to success. Correct records keeping will not only offer liability protection; it will also increase efficiency and productivity. To put it simply, maintaining records and archives will improve the bottom line. Workshop Objectives Research has consistently demonstrated that when clear goals are associated with learning, it occurs more easily and rapidly. With that in mind, let?s review our goals for today. At the end of this workshop, participants should be able to: Define records and archives Analyze records in context Classify records Understand different systems Maintain and convert records CUSTOMER SERVICE OUTLINE: Module One: Getting Started Icebreaker Housekeeping Items The Parking Lot Workshop Objectives Module Two: Who We Are and What We Do Who Are Customers? (internal/external) What is Customer Service? Who Are Customer Service Providers? Module Three: Establishing Your Attitude Appearance Counts! The Power of a Smile Staying Energized Staying Positive Module Four: Identifying and Addressing Their Needs Understanding the Customer"s Problem Staying Outside the Box Meeting Basic Needs Going the Extra Mile Module Five: Generating Return Business Following Up Addressing Complaints Turning Difficult Customers Around Module Six: In-Person Customer Service Dealing With At-Your-Desk Requests The Advantages and Disadvantages of In-Person Communication Using Body Language to Your Advantage Module Seven: Giving Customer Service over the Phone The Advantages and Disadvantages of Telephone Communication Telephone Etiquette Tips and Tricks Module Eight: Providing Electronic Customer Service The Advantages and Disadvantages of Electronic Communication Understanding Netiquette Tips and Tricks Examples: Chat or e-mail Module Nine: Recovering Difficult Customers De-Escalating Anger Establishing Common Ground Setting Your Limits Managing Your Own Emotions Module Ten: Understanding When to Escalate Dealing with Vulgarity Coping with Insults Dealing with Legal and Physical Threats Module Eleven: Ten Things You Can Do To WOW Every Time Ten Tips Module Twelve: Wrapping Up Words from the Wise Review of Parking Lot Lessons Learned Completion of Action Plans and Evaluations