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

Fundamentals of Customer Service

Available Dates: Request Dates
Class Length: 1 day
Cost: $299

Class Outline:

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.

Table of Contents:
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