Excellence in Service - Basic

Course Overview

Identify customer types, set customer expectations and maintain a positive attitude when working with customers.

Course Outline

1 - Customer service fundamentals

  • Customer service and customers
  • Understanding the importance of good service
  • Identifying the types of customers
  • Customer interaction
  • Building rapport with customers
  • Communicating with customers
  • Customer expectations
  • Responding to a customer
  • Exceeding customer expectations

2 - Customer service skills

  • Attitude and attention
  • Demonstrating a positive attitude
  • Providing extra attention
  • Quality of service
  • Providing good customer service
  • Discussing the steps in service process
  • Problem resolution
  • Learning from problems
  • Resolving problems

3 - Customer management

  • Dissatisfied customers
  • Understanding a dissatisfied customer
  • Preventing dissatisfaction
  • Handling dissatisfied customers and complaints
  • Angry customers
  • Handling an angry customer
  • Diffusing anger through listening
  • Upset customers
  • Discussing the basics of serving an upset customer
  • Serving an upset customer
  • Stress in service situations
  • Controlling your emotions
  • Reducing stress

4 - Customer communication

  • Communication fundamentals
  • Understanding clear communication
  • Analyzing communication breakdown
  • Interpersonal communication
  • Communicating clearly with customers
  • Understanding nonverbal and verbal aspects
  • Telephone skills
  • Providing good service on the telephone
  • Understanding telephone etiquette
  • E-mail etiquette
  • Composing effective e-mail messages
  • Using attachments effectively

Enroll Today

This is a 1-day class

Price: $395.00
Payment Options

ILT Instructor‑Led Training


GTR  Guaranteed to Run

Class times are listed Eastern time. This class is available for Private Group Training

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Cart When Time   Where How
12/04/2020 9:00AM - 5:00PM GTR Online LIVE OLL

Class times are listed Eastern time
This class is available for Private Group Training