Excellence in Customer Service
Class Outline:
Course Description
As a provider of customer service in a technical field, you need to interact with customers to address their technical concerns. To do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will apply important principles and skills you can use as a technical customer service representative.
Course Objective: You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.
Target Student: Customer service professionals providing technical support or service, on-site or by way of call center or email.
Prerequisites: Customer Service Skills
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
Hardware Requirements
Pentium 90 MHz or higher processor, or Macintosh PowerPC.
Screen resolution of 800 x 600 set to 256 colors.
Platform Requirements
Software Requirements
Windows® 95, 98, 2000, ME, NT 4.0, XP® Home Edition, or XP® Professional.
Microsoft® Office PowerPoint® 2000 or higher.
Microsoft® Internet Explorer® 5.0x, 5.5, 6.0; or Netscape Navigator® (excluding 6.0 and 6.1).
Adobe® Acrobat Reader® 6.0 or higher; Apple® QuickTime® 5.0 or higher; Macromedia® Flash® Player 9.0 or Macromedia® Shockwave® 10.0 or higher.
Turn off pop-up blocking. (Windows XP with Service Pack 2 Internet Explorer users only.)
Performance-Based Objectives
Upon successful completion of this course, students will be able to:
meet the customer.
diagnose the customer's issue.
deliver solutions.
Course Content
Lesson 1: Meeting the Customer
Topic 1A: Be a “People Person”
Topic 1B: Represent Your Company
Topic 1C: Relate to the Customer
Lesson 2: Diagnosing Issues
Topic 2A: Deal with a Customer's Misrepresentations
Topic 2B: Determine the Customer's Need
Topic 2C: Troubleshoot the Customer's Problem
Lesson 3: Delivering Solutions
Topic 3A: Finalize the Solution
Topic 3B: Educate the Customer
Topic 3C: Deliver Bad News
Topic 3D: Achieve Performance Standards
Topic 3E: Close the Contact