Fundamentals of Customer Service

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Duration: 1 Day Overview: This course provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base. Outline: Expand All Module 1: Understanding Customer Service Describe Customer Service Identify Customer Expectations Commit Yourself to Providing Excellent Customer Service Module 2: Focusing on the Customer Create a Positive First Impression Identify and Help Meet the Customer’s Needs Create a Positive Last Impression Module 3: Handling Complaints Make it Easy for Customers to Complain Resolve the Problem Cope with Upset and Difficult Customers Module 4: Delivering Excellent Customer Service on the Telephone Answer the Telephone Project a Positive Image Using Your Voice Transfer Calls Take Meaningful Messages Module 5: Coping With Stress Describe Stress Take Preventive Measures Overcome Stress