Description:
This instructor-led or self-paced book 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 will learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone,
and communicate effectively through email. The manual is designed for quick scanning in the classroom and is filled with interactive exercises that help
ensure student success.
Table of Contents:
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