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