Course Description
This program teaches the basics of customer service. Participants 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. They also learn how to build rapport with customers, interpret non-verbal communication, provide quality customer service over the telephone, and communicate effectively through e-mail.

Course Outline
1. Customer service fundamentals
Customer service and customers
Customer interaction
Customer expectations

2. Customer service skills
Attitude and attention
Quality of service
Problem resolution

3. Customer management
Dissatisfied customers
Angry customers
Upset customers
Stress in service situations

4. Customer communication
Communication fundamentals
Interpersonal communication
Telephone skills
E-mail etiquette

Customization
Outlines for each program can be tailored to suit your specific training needs.

Suggested Length
6 hours

Delivery Options
We will deliver training to suit your schedule.
All programs can be conducted increments as little as two hours a session or as long as six hours a session.

Cost
$100 per instructor hour plus a one-time $100 administrative fee per program.
Participant materials are extra.