Fundamentals of Customer Service

Course length: 1 day

Course Description
Fundamentals of Customer Service provides an overview of the basics of customer service. It provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

Prerequisites:
•Microsoft Word 2000: Level 1

Delivery Method: Instructor-led, group-paced, classroom-delivery learning model with structured, hands-on activities.

Performance-Based Objectives

- Recognize the importance of delivering excellent customer service so that you can help to build, maintain, and increase your organization’s customer base.
- Focus on the customer so that the individual is motivated to return.
- Handle complaints so that customers are satisfied.
- Deliver excellent customer service on the telephone so that customers have a positive perception about your organization.
- Cope with stress so that you maintain a healthy level of work-related stress.

Course Content

Lesson 1: Understanding Customer Service

Topic 1A: Describe Customer Service
Topic 1B: Identify Customer Expectations
Topic 1C: Commit Yourself to Providing Excellent Customer Service

Lesson 2: Focusing on the Customer

Topic 2A: Create a Positive First Impression
Topic 2B: Identify and Help Meet the Customer’s Needs
Topic 2C: Create a Positive Last Impression

Lesson 3: Handling Complaints

Topic 3A: Make it Easy for Customers to Complain
Topic 3B: Resolve the Problem
Topic 3C: Cope with Upset and Difficult Customers

Lesson 4: Delivering Excellent Customer Service on the Telephone

Topic 4A: Answer the Telephone
Topic 4B: Project a Positive Image Using Your Voice
Topic 4C: Transfer Calls
Topic 4D: Take Meaningful Messages

Lesson 5: Coping With Stress

Topic 5A: Describe Stress
Topic 5B: Take Preventive Measures
Topic 5C: Overcome Stress

Appendix A: Works Cited
References and Works Cited