Course Outline
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

Coping with Stress

• Describe Stress
• Take Preventive Measures
• Overcome Stress