Customer Service Training on CD-ROM Excellence in Service: Fundamentals for Managers In Excellence in Service: Fundamentals for Managers, managers review the skills that they and their direct reports need to possess to relate effectively to customers. They also learn to develop and monitor a service team, create service plans, and develop and implement effective service standards. Learn To: - Avoid common customer service pitfalls and barriers.
- Develop customer service habits that help build rapport.
- Communicate clearly with customers.
- Provide extra service to customers.
- Profit from customer complaints.
Audience: Managers who are responsible for providing customer service. Total Learning Time: 2 - 4 Hour(s) | Product | CODE | Price | Order | | Excellence in Service: Fundamentals for Managers CD-ROM | ng44004 | $74.95 | | Course Contents Unit 1: Background Information
Duration: 1 - 0.5 Hour(s) - Understand the importance of customer service.
- Avoid common customer service pitfalls.
- Differentiate between internal and external customers.
- Fulfill a customer's basic needs.
- Recognize how customers evaluate service.
- Simulation Overview: Each of the simulations allows you to practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained, you control the outcome of each simulation.
Unit 2: Serving an External Customer
Duration: 0.25 - 0.5 Hour(s) - Develop customer service habits that help build rapport.
- Determine when the customer is right.
- Communicate clearly with customers.
- Use body language to convey effective customer service.
- Perform important aspects of telephone etiquette.
- Simulation Overview: In this simulation, you are a Customer Service Representative. You will meet with the General Manager of one of your newest customers to discuss a service problem. You will discuss this problem and the possibility of expanding service to accommodate the needs of two new branch offices.
Unit 3: Serving Internal Customers
Duration: 0.25 - 1 Hour(s) - Learn to exceed customers' expectations.
- Understand the importance of knowing your own product or service.
- Ask your customers appropriate questions.
- Provide extra service to customers.
- Take ownership of a customer's needs.
- Simulation Overview: In this simulation, you are the Project Coordinator in charge of making sure the new product is ready for the trade show and distribution. You will meet with three employees who are involved with the release of the new model product.
Unit 4: Serving an Angry Customer
Duration: 0.25 - 1 Hour(s) - React appropriately to a customer's problem.
- Profit from customer complaints.
- Maintain your composure when a customer is angry.
- Develop a positive customer service attitude.
- Improve your listening skills.
- Simulation Overview: In this simulation, you are a telephone Customer Service Representative. You will address an angry customer who has received a disconnect notice for non-payment on his account. He has called your company regarding the bill on two other occasions and is still not satisfied.
Unit 5: What Managers Should Know
Duration: 0.25 - 1 Hour(s) - Build a successful customer service team.
- Monitor your customer service team's performance.
- Create a customer service plan.
- Develop effective service standards.
- Implement service standards.
- Recognize and overcome common customer service barriers.
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