Excellence in Service: Basic

Description:
The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

Use this course to learn the fundamentals of providing excellent customer service by understanding customer how to interact with customers to meet their customer service expectations. You’ll also learn how to develop excellent customer service skills by understanding how to improve your attitude and attention, provide excellent quality service, and resolve problems. You’ll then learn how to handle unhappy customers and cope with stressful situations in your work environment. Finally, you’ll learn telephone and email communication skills and etiquette.

Duration: One day

Table of Contents:
Chapter 1: Fundamentals of Providing Excellent Customer Service
Customer Service and Customers
Customer Interaction
Customer Expectations

Chapter 2: Developing Excellent Customer Service Skills
Attitude and Attention
Quality of Service
Problem Resolution

Chapter 3: Customer Management
Dissatisfied Customers
Angry Customers
Upset Customers
Stress in Service Situations

Chapter 4: Communicating with Customers Through Alternative Methods
Telephone Skills
Telephone Etiquette
Email Etiquette