Fundamentals of Customer Service
Location:
Perth
Date:
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15 Jun 12 - 15 Jun 12
07 Aug 12 - 07 Aug 12
05 Oct 12 - 05 Oct 12
12 Dec 12 - 12 Dec 12
{None}
9:00 AM - 5:00 PM
9:00 AM - 5:00 PM
9:00 AM - 5:00 PM
9:00 AM - 5:00 PM
Duration: 1 Day
Price:
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Learning Method:
Instructor Led
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.
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
Course Ratings Averaged from 537 responses. Instructor's Knowledge Training Quality Training Objectives Training Overall Courseware Quality
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