Fundamentals of Customer Service هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

This course 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.

Course Outline

1 - Understanding Customer Service

• Describe Customer Service
• Identify Customer Expectations
• Commit Yourself to Providing Excellent Customer Service

2 - Focusing on the Customer

• Create a Positive First Impression
• Identify and Help Meet the Customer’s Needs
• Create a Positive Last Impression

3 - Handling Complaints

• Make it Easy for Customers to Complain
• Resolve the Problem
• Cope with Upset and Difficult Customers

4 - Delivering Excellent Customer Service on the Telephone

• Answer the Telephone
• Project a Positive Image Using Your Voice
• Transfer Calls
• Take Meaningful Messages

5 - Coping With Stress

• Describe Stress
• Take Preventive Measures
• Overcome Stress