Excellence In Customer Service Training

Excellence In Service

Course Overview

In this full-day live instructor-led course, you will learn the fundamentals of providing excellent customer service by understanding how to interact with customers to meet their customer service expectations. You'll also learn how to develop excellent customer service skills by understanding how to improve your attitude and attention, provide excellent quality service, and resolve problems. You'll then learn how to handle unhappy customers and cope with stressful situations in your work environment. Finally, you'll learn telephone and email communication skills and etiquette.

Category	ID	Duration	Level	Price
Customer Service	12098	1 Day(s)	Foundation	$395.00

Objectives

• Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.
• Understand your customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.

Excellence In Service

Course Outline

Module 1: Fundamentals of Providing Excellent Customer Service
Customer Service and Customers
Customer Interaction
Customer Expectations

Module 2: Developing Excellent Customer Service Skills
Attitude and Attention
Quality of Service
Problem Resolution

Module 3: Customer Management
Dissatisfied Customers
Angry Customers
Upset Customers
Stress in Service Situations

Module 4: Communicating with Customers Through Alternative Methods
Telephone Skills
Telephone Etiquette
Email Etiquette

Prerequisites

There are no prerequisites for this course.

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HRCI Professional in Human Resources (PHR)
HRCI Senior Professional in Human Resources (SPHR)
SHRM Certified Professional (SHRM-CP)

Advanced Interpersonal Communication