Duration:
Two days
Description:
This ILT Series course, rated 4.8/5.0 in overall quality by ProCert Labs, is aimed at students who are in the
customer service field and want to improve their knowledge of customer
service basics. Students will discuss what it means to have a service culture
in an organization. They will examine customer service skills that include
organization, communication, and personal motivation. This course also covers
customer service as a process that includes greeting, listening, questioning,
responding, and resolving. Students will discuss each step of the process in
detail. Students do not need to have any prior knowledge of customer service
to take this course.
Table Of Contents:
Unit 1: Customer service basics
Topic A: Customers
Topic B: The service culture
Unit 2: Customer service skills
Topic A: Organization skills
Topic B: Communication factors
Topic C: Personal motivation
Unit 3: Greeting customers
Topic A: Greeting overview
Topic B: Phone and e-mail messages
Topic C: Rapport
Unit 4: Listening and questioning
Topic A: Listening
Topic B: Questioning
Unit 5: Responding
Topic A: Responding to customers
Topic B: Resetting expectations
Topic C: Working toward solutions
Unit 6: Resolving issues
Topic A: Customer appreciation
Topic B: Follow-up techniques
Unit 7: Using what you've learned
Topic A: The implementation phase
Topic B: Resources and tools
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