Customer Service - Excellence in Service : Basic
1 day Instructor-Led Course (8 hours)
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.
Prerequisites
None.
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.
Course Outline: |
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Unit 1 : Customer
service fundamentals
Topic A: Customer service and customers
A-1: Understanding the importance of good service
A-2: Identifying the types of customers
Topic B: Customer interaction
B-1: Building rapport with customers
B-2: Communicating with customers
Topic C: Customer expectations
C-1: Responding to a customer
C-2: Exceeding customer expectations
Unit 2 : Customer service skills
Topic A: Attitude and attention
A-1: Demonstrating a positive attitude
A-2: Providing extra attention
Topic B: Quality of service
B-1: Providing good customer service
B-2: Discussing the steps in service process
Topic C: Problem resolution
C-1: Learning from problems
C-2: Resolving problems |
Unit 3 : Customer
management
Topic A: Dissatisfied customers
A-1: Understanding a dissatisfied customer
A-2: Preventing dissatisfaction
A-3: Handling dissatisfied customers and complaints
Topic B: Angry customers
B-1: Handling an angry customer
B-2: Diffusing anger through listening
Topic C: Upset customers
C-1: Discussing the basics of serving an upset customer
C-2: Serving an upset customer
Topic D: Stress in service situations
D-1: Controlling your emotions
D-2: Reducing stress
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