CEU's - .3

This course is for front line customer service employees who are interested in enhancing their service skills. In this course, the learner will learn about customer service and its relation to the global market, the meaning of “good service,” and what the customer expects. In addition, the learner will explore their personal service styles and how to adapt a customer service approach that provides consistently good service.

This course discusses how to connect with the customer and illustrates how to handle customer service on the phone, in-person, responding to and sending e-mail, and when dealing with challenging customers. This highly interactive self-paced course takes about one hour to complete and includes case studies, personal assessment exercises, and other activities designed to focus the learner on the customer. 

Learn new technologies for communications using Neuro Linguistic Programming to enhance your customer service skills.  This course is perfect for call centers wanting to keep abreast of the latest thinking in relationship building as well as individuals who face the customer on a daily basis.

Contact us about our very afforable group rates!

Learning Objectives

• Define “quality” customer service and its relation to the global market.
• Describe how an organization’s mission and its customer services policies influence quality customer service.
• Apply a customer service model that provides consistently “quality” service.
• Define communication styles and how they impact “quality” customer service.
• Model a strategy for building rapport with the customer.
• Discover and use the techniques and strategies for communicating and managing a challenging customer.
• Identify and use mechanics and strategies that provide effective customer service on the phone and by e-mail.

Technical Requirements

- Windows 95, 98, Windows 2000 Professional or Windows XP
- Internet Explorer 4.01 (or higher), or Netscape 4.08 or higher
- 800x600 resolution color monitor
- 32 MB RAM recommended
- 28.8 kbps modem (56.6 preferred)
- Adobe Acrobat (free download)