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Customer
Service Basics:
Exceptional Service
In-class time: 2
hours (120 minutes)
Topics covered include:
Importance/Benefits of Exceptional Customer Service
Customer Focused Mission
Common Customer Service Myths – and the truth
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Points of Contact for Customer Service
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Customer Expectations
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Keys
to Exceptional Customer Service
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Customer Satisfaction vs. Customer Loyalty
Tips
for Providing Exceptional Customer Service
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Customer
Service Basics:
Problem Solving
In-class time: 2 hours (120 minutes)
Topics covered include:
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Customer
Expectations
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Customer
Relations Policy
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Preventing
Customer Dissatisfaction
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Reasons for
Preventing Customer Dissatisfaction
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Importance of
Dealing with Customer Dissatisfaction
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Benefits of
Customer Complaints
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Benefits of
Effective Problem Solving
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Recognizing
Problems
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Problem Solving
Model
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Crisis Management
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Proactive Problem
Solving
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Communication for
Problem Resolution
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Customer Emotions
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Language Choice
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Dealing with
Angry Customers
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Win-Win Problem
Resolution
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Customer Service Basics:
Telephone Skills
In-class time: 2 hours (120
minutes)
Topics covered include:
Advantages of Telephone Customer
Service
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Communication in Telephone
Customer Service
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Listening
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Speaking
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Language
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Word Choice
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Grammar
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Nonverbal Communication
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Essentials for Excellent
Telephone Customer Service
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Measuring Telephone Customer
Service
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Cardinal Rules of Telephone
Customer Service
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to the Top
Customer Service Basics:
Internal Customer Service
In-class time: 2 hours (120 minutes)
Topics covered include:
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Internal Customers
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Role of Internal Customer Service in Overall Service Excellence
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Effects of Internal Customer Service
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Recognition of co-workers as customers
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Management Perspective
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Service Opportunities
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Expectations and Needs
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Excellence in Internal Customer Service
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Benefits for employees co-workers
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Bottom line benefits
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