One Day Course

Course Description

You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative. Students will practice skills and apply principles for providing customer service remotely, via telephone and the web.

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

• Manage the customer's initial contact.
• Address the customer's issues.
• Close communications with the customer once all issues have been resolved.

Prerequsites

This course is for new employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.

Course Content

Managing the Customer's Initial Contact

• Accept a Customer Contact
• Address a Customer's Emotional State
• Address Your Own Emotional State

Addressing Customer Issues

• Assess Customer Issues
• Develop Solutions
• Negotiate to Reach a Solution

Closing Communications

• Upsell Additional Products
• Conclude Customer Contact
• Follow Up
• Release 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