Customer Service

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Course Content

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Introduction 1 Lesson
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Course Overview
Module 1 3 Lessons
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What is Customer Service?
The First Critical Element – A Customer Service Focus
Who are Your Customers?
Module 2 3 Lessons
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Meeting Expectations
Setting Goals
The Second Critical Element – Defined in Your Organization
Module 3 3 Lessons
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Communication Skills
Asking Questions
Telephone Techniques
Module 4 3 Lessons
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Dealing with Difficult Customers
Dealing with Difficult People
The Fourth Critical Element – Be a Problem Solver
Module 5 4 Lessons
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Seven Steps to Customer Problem Solving
The Fifth Critical Element – Measure It
The Sixth Critical Element – Reinforce It
Dealing with Stress
Customer Service Quiz
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