This 1-day training course is aimed at students who
are in the customer service field and want to improve
their knowledge of customer service basics. Students
will discuss what it means to have a service culture in
an organization. They will examine customer service
skills that include organization, communication, and
personal motivation. This course also covers customer
service as a process that includes greeting, listening,
questioning, responding, and resolving. Students will
discuss each step of the process in detail. Students do
not need to have any prior knowledge of customer service
to take this course.
Topics:
Customer service basics
Topic A: Customers
Topic B: The service culture
Customer service
skills
Topic A: Organization skills
Topic B:
Communication factors
Topic C: Personal motivation
Greeting customers
Topic A: Greeting overview
Topic B: Phone and e-mail messages
Topic C: Rapport
Listening and questioning
Topic A: Listening
Topic B: Questioning
Responding
Topic A:
Responding to customers
Topic B: Resetting
expectations
Topic C: Working toward solutions
Resolving issues
Topic A: Customer appreciation
Topic B: Follow-up techniques
Using what you've
learned
Topic A: The implementation phase
Topic B:
Resources and tools