Course Description
This course focuses on essential customer service skills that help organizations accomplish their goals, deal with problems and complaints, win new customers and create loyal customers. The course concentrates on the key concepts and best practices involved in customer service, personal skills, and communication skills needed to deliver successful customer service.
At the end of this course, students will be able to:
- Identify required customer service skills
- Describe effective technology use techniques.
- Describe diversity in the workplace relative to the needs of a business
- Distinguish between customer satisfaction and customer loyalty
- Describe customer oriented attitude
- Describe the activities involved in proactive problem solving
- Identify ways to recover from an angry customer
- Explain the elements involved in the communication process
- Develop techniques for being an active listener
- Cite examples of business etiquette and manners
Topical Outline
1. What is customer service
2. The global customer
3. Exceptional customer service/service strategy
4. Critical workplace skills
5. Problem solving
6. Extreme customers/customer retention
7. Managing customer service
8. Communication essentials
9. Customer focused listening
10. Nonverbal communication, dress, and manners
11. Telephone and digital communication
2. The global customer
3. Exceptional customer service/service strategy
4. Critical workplace skills
5. Problem solving
6. Extreme customers/customer retention
7. Managing customer service
8. Communication essentials
9. Customer focused listening
10. Nonverbal communication, dress, and manners
11. Telephone and digital communication