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Home Course Customer Service Basics

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Customer Service Basics

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Course Outline

  Lesson 01 - Understanding Customer Service
  Topic A: Understanding Customer Service
  What is Customer Service?
  What is Customer Care?
  Who is the Customer?
  Wow! Service
  Build Relationships
  Barriers to Excellent Customer Service
  Overcoming these Barriers
  Topic B: Identifying Customer Expectations
  Customers Want Someone Who…
  Customers Don’t Want Someone Who…
  Customer Support Stats
  Five Service Quality Factors
  Topic C: Providing Excellent Customer Service
  Characteristics of an Exceptional Service Provider
  Excellent Customer Service Mindset
  Developing an Excellent Customer Service Strategy
  Define the Current Situation
  Define all Targets and Values
  Implement Excellent Customer Service Strategy
  Stay in Tune with Customers’ Changing Needs
  Lesson 02 - Focusing on the Customer
  Focusing on the Customer
  Guidelines for Making Positive Impressions
  Identify and Meet Customer Needs
  Questioning Techniques
  Effective Listening Technique
  Making a Positive Impression
  Who Needs Follow-up?
  Follow-up Methods
  Lesson 03 - Customer Service and the Telephone
  Telephone Etiquette
  Customer Service and the Telephone
  Answer the Telephone
  Greeting
  Using Your Voice
  Showing You Are Listening
  Procedure for Transferring Calls
  Taking Meaningful Messages
  Lesson 04 - Handling Complaints
  Handling Complaints
  Complaints
  Why Customers Don’t Complain
  View Complaints as Opportunities
  Five Forbidden Phrases
  Service Recovery
  Guidelines for Dealing with Difficult Customers
  Cope with Upset and Difficult Customers
  Lesson 05 - Enduring Stress
  Enduring Stress
  Stress
  Sources of Stress
  Managing Your Reaction to Stress
  Identifying Your Beliefs
  Challenging Irrational Thoughts
  Using Questions to Challenge Thinking
  Take Preventive Measures

Additional Information

author

Author

Administrator

Lessons

level

Level

Beginner

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