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| Excellence in Service: Basic + Advanced (2 days) |
| Course Number: CT0056-0105 |
| Category: Business Skills |
| Duration: 2.00 days |
Description
This course combines the material from the Basic and Advanced Excellence in Service courses to create a comprehensive two-day workshop on customer service.
During the first day of training, 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. Students will also 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.
During the second day of training, students will learn how to determine what customers want and evaluate the service provided. Students will also learn how to create, implement, and monitor service standards. Course activities will also cover conducting interviews, training and empowering employees, and recognizing desirable behavior. Finally, students will learn how to create a customer service climate and foster customer loyalty.
Outline
Day 1 (Excellence in Service: Basic)
- 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
Day 2 (Excellence in Service: Advanced)
- Unit 1: Service standards
- Topic A: Fundamentals of service standards
- Topic B: Monitoring service standards
- Topic C: Management and service standards
- Unit 2: Service teams
- Topic A: Teams as a service solution
- Topic B: Employee selection
- Topic C: Team training and empowerment
- Topic D: Motivation
- Unit 3: Customer loyalty
- Topic A: Understanding your customers
- Topic B: Customer loyalty development
- Topic C: Employee loyalty
- Topic D: Memorable service
ISBN (Basic): 0-619-14885-3
ISBN (Advanced): 0-619-21453-8