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 Acumen Classes
Please contact Deb Wagnon 314.333.3330
or This e-mail address is being protected from spambots. You need JavaScript enabled to view it

1750 South Brentwood Blvd.
Suite 200
Saint Louis, MO 63119