Excellence in Service - Basic

Course Overview 

Identify customer types, set customer expectations and maintain a positive attitude when working with customers.  

Course Outline 

1 - Customer service fundamentals 

.Customer service and customers 
.Understanding the importance of good service 
.Identifying the types of customers 
.Customer interaction 
.Building rapport with customers 
.Communicating with customers 
.Customer expectations 
.Responding to a customer 
.Exceeding customer expectations 

2 - Customer service skills

.Attitude and attention
.Demonstrating a positive attitude
.Providing extra attention
.Quality of service
.Providing good customer service
.Discussing the steps in service process
.Problem resolution
.Learning from problems
.Resolving problems

3 - Customer management

.Dissatisfied customers
.Understanding a dissatisfied customer
.Preventing dissatisfaction
.Handling dissatisfied customers and complaints
.Angry customers
.Handling an angry customer
.Diffusing anger through listening
.Upset customers
.Discussing the basics of serving an upset customer
.Serving an upset customer
.Stress in service situations
.Controlling your emotions
.Reducing stress

4 - Customer communication

.Communication fundamentals
.Understanding clear communication
.Analyzing communication breakdown
.Interpersonal communication
.Communicating clearly with customers
.Understanding nonverbal and verbal aspects
.Telephone skills
.Providing good service on the telephone
.Understanding telephone etiquette
.E-mail etiquette
.Composing effective e-mail messages
.Using attachments effectively