16 Corporate Woods Boulevard | Albany, New York 12211 | Tel: 518.437.1600

Customer Service: Listening, Responding, and Resolving

Available Dates: Call for Availability
Class Length: 2 day
Cost: $499

Class Outline:

This course is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.

Table of Contents:
Unit 1: Customer service basics
Topic A: Customers
Topic B: The service culture

Unit 2: Customer service skills
Topic A: Organization skills
Topic B: Communication factors
Topic C: Personal motivation

Unit 3: Greeting customers
Topic A: Greeting overview
Topic B: Phone and e-mail messages
Topic C: Rapport

Unit 4: Listening and questioning
Topic A: Listening
Topic B: Questioning

Unit 5: Responding
Topic A: Responding to customers
Topic B: Resetting expectations
Topic C: Working toward solutions

Unit 6: Resolving issues
Topic A: Customer appreciation
Topic B: Follow-up techniques

Unit 7: Using what you've learned
Topic A: The implementation phase
Topic B: Resources and tools