Excellence in Service: Basic – developing basic CS skills

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

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