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Description

This 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. Excellent customer service is so crucial in all successful organizations. Participants learn to effectively provide service and develop service behaviors in others. This course includes several interactive exercises in which participants apply skills learned in class.



Objectives

Upon successful completion of this course, students will be able to: • Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service. • Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors. • Understand their customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.

Prerequisites

There are no prerequisites for this course.

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 Unit 5: Service Standards Topic A: Fundamentals of Service Standards Topic B: Monitoring Service Standards Topic C: Management and Service Standards Unit 6: Service Teams Topic A: Teams as a Service Solution Topic B: Employee Selection Topic C: Team Training and Empowerment Topic D: Motivation Unit 7: Customer Loyalty Topic A: Understanding Your Customers Topic B: Customer Loyalty Development Topic C: Employee Loyalty Topic D: Memorable Service

Cancellations:

Standard and Professional Desktop Application & Professional Development classes may be cancelled or rescheduled by the client at least four (4) business days in advance without penalty. A full credit (no refunds) will be applied to future training on all cancelled classes that meet the above-stated criteria. A cancellation fee equal to the course fee will be incurred if a student provides less than 4 days’ notice for any Standard or Professional Desktop Applications, or Professional Development Skills class cancellations. Technical courses or Private classes may be cancelled or rescheduled (no refunds) greater than two weeks in advance without charge. The client is responsible for 50% of the class fee if a technical or private class is canceled or rescheduled within two weeks of the class date, and full price if the course is canceled or rescheduled within one week of the class date.
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Virtual Live1/29/2018 9:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>2 days990.002264700
FL Fort Lauderdale1/29/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>2 days990.002262960
FL Miami2/27/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>2 days990.002262963
Virtual Live2/27/2018 9:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>2 days990.002264704
Virtual Live3/27/2018 9:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>2 days990.002264699
FL Fort Lauderdale3/27/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>2 days990.002262959
FL Miami5/1/2018 9:00:00 AM<span class="course-type type-c" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'ILT')" onmouseout="clearHoverInfo()">C</span>2 days990.002262964
Virtual Live5/1/2018 9:00:00 AM<span class="course-type type-v" style="cursor:default;word-wrap:normal;display:inline-block;" onmouseover="showHoverInfo(this, 'ProductTypeDescription' ,'VILT')" onmouseout="clearHoverInfo()">V</span>2 days990.002264703
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