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

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