Course Contents

^{Understanding Customer Service}

•   Describing customer service
•   Using the SERVE acronym to understand how customers evaluate service
•   Identifying customer expectations
•   Dimensions of quality customer service
•   Dealing with internal and external customers
•   Committing yourself to providing excellent customer service

^{Communicating with Customers}

•   Creating a positive first impression
•   Developing customer service habits that help build rapport
•   Effective verbal and nonverbal communication
•   Identifying and helping meet the customer’s needs
•   Creating a positive last impression

^{Customer Types}

•   Identifying different customer personalities
•   Communicating with different personalities
•   Responding to customer types

^{Handling Complaints}

•   Making it easy for customers to complain
•   Six-step problem solving process
•   Coping with upset and difficult customers

^{Delivering Excellent Customer Service on the Telephone}

•   Answering the telephone
•   Projecting a positive image using your voice
•  Managing different caller behaviors
•   Telephone service skills inventory

^{Service Standards}

•   Creating effective service standards
•   Establishing service standards
•   Implementing standards