Excellence in Service: Basic

Excellence in Service: Basic
One Day - Instructor-led

This course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.

Audience

This course is designed for anyone who is looking to advance professionally in their field

Course Outline

Lesson 1: Customer Service Fundamentals

  • Customer service and customers
  • Importance of good customer service
  • Customer types
    • Customer interaction
    • Building rapport
    • Service habits
    • Attitude traps
    • Communicate with customers
    • Telephone etiquette
      • Customer expectations
      • Types of questions
      • Exceeding expectations

Lesson 2: Customer Service Skills

  • Attitude and attention
  • Motivation
  • Extra attention
  • Quality of Service
  • Customer service techniques
    • Quality of service
    • Problem resolution
    • Learn from problems
    • Reaction to problems