Excellence in Service Basic Study Guide

0-619-14885-3 © 2003 Publish date: June 19, 2003 112 pages

Buy Now: $25.99

 

Are you ready to reach for excellence and provide your customers with the best in service? If so, let CBT Planet point you in the right direction. The Excellence in Service Basic study guide is a self-directed course that will teach you the basics of customer service.

By following the Excellence in Service Basic courseware, you will learn how to develop, maintain, and project a positive attitude, how to be extra attentive to your customers, how to add customer-friendly language to your vocabulary and use it to put your customers at ease, and how to effectively deal with customer problems and complaints.

This course also shows you how to build rapport with your customers, how to interpret body language and other non-verbal cues, how to use the telephone to provide quality customer service, and how to get your message across effectively using e-mail.

The Excellence in Service Basic courseware is an excellent choice for getting started with customer service basics.

When you choose our business skills and computer training books, you are choosing an effective training tool to enhance your career. This course should take about a day to read through and participate in the included exercises. If you need more time, you can take as long as you need because you are in charge of your learning.

Course Length: One day

Course Objectives

By following this course, you will know about the different types of customers, understand and appreciate the value of customer service, learn how to build rapport and communicate with customers, and know how to respond to customers and exceed their expectations.

This course teaches you how to develop customer service skills, how to deliver quality customer service, and how to solve customer service problems.

You will learn about customer dissatisfaction, techniques for working with angry or upset customers, and learn how to minimize customer service stress.

Other topics include effective communication, interpersonal communication, quality telephone skills, and composing effective email messages.

Course Contents

Unit 1 introduces the fundamentals of customer service

• Customer service and customers
• Interacting with customers
• Customer expectations

Unit 2 covers customer service skills

• Attitude and attention
• Quality of service
• Resolving problems

Unit 3 discusses customer management

• Dissatisfied customers
• Angry customers
• Upset customers
• Stress in service situations

Unit 4 covers customer communication

• Fundamentals of communication
• Interpersonal communication
• Telephone skills
• E-mail etiquette