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Fundamentals of Customer Service |
One Day Course
Course Description
Fundamentals of Customer Service provides an overview of the basics of customer service. It provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.
Performance-Based Objectives
Upon successful completion of this course, students will be able to: - Recognize the importance of delivering excellent customer service so that you can help to build, maintain, and increase your organization’s customer base.
- Focus on the customer so that the individual is motivated to return.
- Handle complaints so that customers are satisfied.
- Deliver excellent customer service on the telephone so that customers have a positive perception about your organization.
- Cope with stress so that you maintain a healthy level of work-related stress
Prerequsites
- Microsoft Word 2000: Level 1
Course Content
Understanding Customer Service- Describe Customer Service
- Identify Customer Expectations
- Commit Yourself to Providing Excellent Customer Service
Focusing on the Customer- Create a Positive First Impression
- Identify and Help Meet the Customer’s Needs
- Create a Positive Last Impression
Handling Complaints- Make it Easy for Customers to Complain
- Resolve the Problem
- Cope with Upset and Difficult Customers
Delivering Excellent Customer Service on the Telephone- Answer the Telephone
- Project a Positive Image Using Your Voice
- Transfer Calls
- Take Meaningful Messages
Coping With Stress- Describe Stress
- Take Preventive Measures
- Overcome Stress
For more information on Customer Service Classes
Please contact Rhuann Heimann at 618-523-4893 or click here.
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