Customer Service Training on CD-ROM Excellence in Service: Providing Superior Customer Service In Excellence in Service: Providing Superior Customer Service, you will learn how to develop and maintain a positive attitude, show extra attentiveness to your customers, and use customer-friendly language. In addition, you will learn how to effectively solve customers' problems and benefit from their complaints. Learn To: - Use the SERVE acronym to understand how customers evaluate service.
- Apply three steps to provide quality customer service over the telephone.
- Follow a seven-step process to provide quality customer service.
- Apply six steps to effectively solve customers' problems.
- Use the actions in the YES acronym to say no effectively.
Audience: Employees and managers who want to learn the skills necessary to provide customers with the highest level of service possible. Total Learning Time: 2 - 4 Hour(s) | Product | CODE | Price | Order | | Excellence in Service: Providing Superior Customer Service CD-ROM | ng44006 | $74.95 | | Course Contents Unit 1: Background Information
Duration: 0.5 - 1 Hour(s) - Identify the importance of customer service.
- List customers' basic needs.
- Use the SERVE acronym to understand how customers evaluate service.
- Simulation Overview: In this simulation, you will meet with Maggie Roberts, Icon's Vice President of Products and Services, to discuss what it takes to provide quality customer service. Through your questions and her answers, you will learn about the basic needs of customers, how customers evaluate service, and three important steps you should take to provide your customers with quality service.
Unit 2: Developing Customer Service Skills
Duration: 0.5 - 1 Hour(s) - Develop and maintain a positive attitude.
- Use three actions to show extra attentiveness to your customers.
- Prepare yourself to provide quality customer service by completing three actions.
- Apply three steps to provide quality customer service over the telephone.
- Simulation Overview: In this simulation, you will receive a telephone call from Ronald Spear, the owner of Kopy Kats Copy & Print Center. Three weeks ago, Ronald purchased the IC1580 High Speed Color Printer from Icon and is experiencing difficulty with it. As the customer service representative, you must provide superior customer service by using appropriate telephone skills, being sensitive to Ronald's needs, and finding the best way to satisfy Ronald's problem.
Unit 3: Responding to Your Customer
Duration: 0.5 - 1 Hour(s) - Follow a seven-step process to provide quality customer service.
- Apply four tips to improve your listening skills.
- Ask two types of questions to gain information.
- Use customer-friendly language.
- Simulation Overview: In this simulation, you will meet with Monica Washington, the office manager for the growing law firm of Myers, McMurray & Stein, to discuss the IC430 Solution copier/printer/FAX machine the firm recently purchased. As a customer service representative in Icon's Office Products Division, you must take the proper steps to respond appropriately to Monica's questions and needs.
Unit 4: Solving Customer Service Problems
Duration: 0.5 - 1 Hour(s) - Explain the importance of being able to solve customers' problems.
- Benefit from customers' complaints.
- Apply six steps to effectively solve customers' problems.
- Use the actions in the YES acronym to say no effectively.
- Avoid four pitfalls when solving customers' problems.
- Simulation Overview: In this simulation, you will meet with Greg Baldwin, owner of the new Mouse House Internet Cafe, to discuss a problem he is having with the IC366 Network LaserPrinter. As a customer service representative in Icon's Office Products Division, you must react appropriately to Greg's problem and work to develop a solution that will benefit both Greg and Icon.
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