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Identify customer types, set customer expectations and maintain a positive attitude when working with customers.
Customer service fundamentals
Customer service and customers
Understanding the importance of good service
Identifying the types of customers
Building rapport with customers
Communicating with customers
Responding to a customer
Exceeding customer expectations
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
Learning from problems
Understanding a dissatisfied customer
Handling dissatisfied customers and complaints
Handling an angry customer
Diffusing anger through listening
Discussing the basics of serving an upset customer
Serving an upset customer
Stress in service situations
Controlling your emotions
Understanding clear communication
Analyzing communication breakdown
Communicating clearly with customers
Understanding nonverbal and verbal aspects
Providing good service on the telephone
Understanding telephone etiquette
Composing effective e-mail messages
Using attachments effectively
Virtual Excellence in Service - Basic Online Live training option Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.