Customer Service - The Basics (1 hr)

1. Making An Excellent First Impressions

2. Being Courteous

3. Showing The Right Attitude

4. Doing The Right Thing

Customer Service - Effective Communications (1 hr)

1. Say What You Mean, Mean What You Say

2. Becoming Aware Of Nonverbal Communication

3. Using Correct Grammar

4. Asking Correct Questions

5. Answering Questions Correctly

6. Responding to 'No!" From The Customer

Customer Service - Relationship Building (1 hr)

1. Establishing A Close and Harmonious Relationship With The Customer

2. Interacting Positively With Customers

3. Identifying Customers Needs

4. Making The Customer Feel Valued

5. Maintaining Ongoing Relationships

6. Managing Different Types Of Customers

Customer Service - Face to Face Contact (1 hr)

1. How To Greet Customers

2. Helping Customers Between Hello And Goodbye

3. How To Say Goodbye

Customer Service - Telephone Contact (1 hr)

1. How To Listen Carefully

2. Saying Hello: The Opener

3. Helping The Customer Between Hello And Goodbye

4. How To Say Goodbye

Customer Service E-Customer Contact (1 hr)

1. What Does The E-Customer Expect

2. How To Be Accessible

3. Effective Email Communication

4. Understanding Cross Cultural Etiquette

Customer Service - Self Service Contact (1 hr)

1. How To Greet The Customer

2. Helping The Customer Between Hello And Goodbye

3. How To Say Goodbye

Customer Service - Difficult Customer Contact (1 hr)

1. Determine The Reason For The Problem

2. Identify The Root Cause

3. Rectify The Situation

4. Restore The Relationship

5. Fix What Needs To Be Fixed