Customer Service: Listening, Responding and Resolving Study Guide

1-4239-5161-1 © 2007 Publish date: May 29, 2006 142 pages

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Learn how to create a customer service oriented culture in your company by choosing the Customer Service: Listening, Responding and Resolving study guide. Not only will you and your company benefit by learning these important tasks, your customers will too! Your customers deserve a rewarding experience and you can give yourself a competitive edge by delivering.

The Customer Service: Listening, Responding and Resolving courseware has earned a rating of 4.8/5.0 in overall quality from ProCert Labs making this one of our highly sought after business skills and computer training books. The manual is geared toward people who work in the customer service field and have a desire to learn about customer service basics.

Just about any position, in any field, involves customer service. Even if you don't work directly with customers, you will benefit from learning these skills. Use this course to learn what it means when your company has a service culture and how you fit in. You will look at customer service skills including organization, communication, and personal motivation.

In addition, the Customer Service: Listening, Responding and Resolving courseware approaches customer service as a process which includes the following tasks: greeting, listening, questioning, responding, and resolving. You will go over each step of the customer service processes in detail. This is an entry level course that doesn't require any prior knowledge of customer service.

Course Contents

Unit 1 introduces customer service basics

• Customers
• Service cultures

Unit 2 covers customer service skills

• Organization skills
• Communication factors
• Personal motivation

Unit 3 discusses greeting customers

• Greeting overview
• Phone and e-mail messages
• Building rapport

Unit 4 covers listening and questioning

• Listening
• Questioning

Unit 5 discusses responding

• Responding to customers
• How to reset expectations
• How to work toward solutions

Unit 6 covers resolving issues

• Customer appreciation
• Follow-up techniques

Unit 7 discusses using what you've learned

• The implementation phase
• Resources and tools