This course is provided by Wintrac.
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Road Map to Customer Service
Excellence training
Description
This course teaches students how to provide exemplary customer service over the phone. Students will learn about listening techniques, when to use open- and close- ended questions, how to resolve problems, and how to effectively and successfully handle irate customers.
Audience
Customer service professionals
Prerequisites
None.
Duration
Half Day
Course outline
1. Telephone Etiquette
- Skills Inventory
- 5 Points of a Customer Service Star
- Definition of Customer Service
- Good Customer Service vs. Bad Customer Service
- Can You Believe These Statistics?
- Requested Telephone Standards
- Greetings When Answering the Telephone in Person
- Greeting When Your Voice Mail Answers the Telephone
- Other Telephone Standards
- Asking Questions
- Why Questions are Important
- What Kinds of Questions
- Why Listening is Important
- How We Demonstrate Listening
- Why Confirming is Important
- How We Demonstrate Confirming
- Open-Ended Questions
- Close-Ended Questions
- Echo Questions
- Rhetorical Questions
- Resolving Problems
- By-the-Book Betty
- Resourceful Regina
- Handling Irate Customers
- Reliance on Voice Mail
