| Dates for this class: |
| No dates are available for this class. |
| Course Details [choose new course] [printable version] |
| Excellence in Service: Basic |
| Course Number: AP0303 |
| Category: Business Skills |
| Duration: 1.00 day |
Description
This ILT Series course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Outline
- Unit 1: Customer service fundamentals
- Topic A: Customer service and customers
- Topic B: Customer interaction
- Topic C: Customer expectations
- Unit 2: Customer service skills
- Topic A: Attitude and attention
- Topic B: Quality of service
- Topic C: Problem resolution
- Unit 3: Customer management
- Topic A: Dissatisfied customers
- Topic B: Angry customers
- Topic C: Upset customers
- Topic D: Stress in service situations
- Unit 4: Customer communication
- Topic A: Communication fundamentals
- Topic B: Interpersonal communication
- Topic C: Telephone skills
- Topic D: E-mail etiquette