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Course Overview
Understanding the importance of effective communication, and
identifying the importance of interpersonal communication provides
quality service on the telephone. Develop customer service skills,
provide quality customer service, and solve customer service
problems. The open, modular-style manual is design for quick
scanning in the classroom, and is filled with interactive exercises
that will allow students to explore the complexities of Excellent in
Service: Basic.
Who Should Attend
Students interested in learning how to deliver excellence in
service.
Objectives
Distinguish the different types of customers, appreciate the
importance of customer service, build rapport and communicate with
customers, and respond to customers while exceeding their
expectations.
Develop customer service skills, provide quality customer service,
and solve customer service problems.
Understand customer dissatisfaction, work with customers who are
either angry or upset, and reduce customer service stress
Understand the importance of effective communication, identify the
importance of interpersonal communication, provide quality service
on the telephone, and compose effective e-mail messages.
International
Curriculum
This curriculum is
published in partnership between Thomson and Course ILT.
Thomson Series: Cengage
Learning delivers highly-customized learning solutions for colleges,
universities, instructors, students, libraries, government agencies,
corporations and professionals around the world.
Course ILT Series: For 10
years, Axzo Press has enhanced training and education for
professionals, trainers, and students alike, through tested,
high-quality Instructor-Led Training courseware, business skills
texts, quick-reference tools, and custom job aids.
Course Outline
1 Customer
service fundamentals
Customer service and customers
- Understanding the importance of good service
- Identifying the types of customers
Customer interaction
- Building rapport with customers
- Communicating with customers
Customer expectations
- Responding to a customer
- Exceeding customer expectations
2 Customer service skills
Attitude and attention
- Demonstrating a positive attitude
- Providing extra attention Quality of service
- Providing good customer service
- Discussing the steps in service process
Problem resolution
- Learning from problems
- Resolving problems
3 Customer
management
Dissatisfied customers
- Understanding a dissatisfied customer
- Preventing dissatisfaction
- Handling dissatisfied customers and complaints
Angry customers
- Handling an angry customer
- Diffusing anger through listening
Upset customers
- Discussing the basics of serving an upset customer
- Serving an upset customer
Stress in service situations
- Controlling your emotions
- Reducing stress
4 Customer
communication
Communication fundamentals
- Understanding clear
communication
- Analyzing
communication breakdown
Interpersonal communication
- Communicating
clearly with customers
- Understanding
nonverbal and verbal aspects
Telephone skills
- Providing good
service on the telephone
- Understanding
telephone etiquette
E-mail etiquette
- Composing effective
e-mail messages
- Using attachments
effectively
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