Course Content
- Understanding Customer Service
- Describe Customer Service
- Identify Customer Expectations
- Commit Yourself to Providing Excellent Customer Service
- Focusing on the Customer
- Create a Positive First Impression
- Identify and Help Meet the Customer's Needs
- Create a Positive Last Impression
- Handling Complaints
- Make it Easy for Customers to Complain
- Resolve the Problem
- Cope with Upset and Difficult Customers
- Delivering Excellent Customer Service on the Telephone
- Answer the Telephone
- Project a Positive Image Using Your Voice
- Transfer Calls
- Take Meaningful Messages
- Dealing with Stress
- Describe Stress
- Take Preventive Measures
- Overcome Stress
- Managing the Customer's Initial Contact
- Accept a Customer Contact
- Address a Customer's Emotional State
- Address Your 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