Telephone: 01382 453447
email: mail@ictwizard.com
Customer Service: Listening, Responding, and Resolving
Training Course Outline
2-day course
Course contents
This course is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.
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Topics:
Customer service basics
Topic A: Customers
Topic B: The service culture
Customer service skills
Topic A: Organization skills
Topic B: Communication factors
Topic C: Personal motivation
Greeting customers
Topic A: Greeting overview
Topic B: Phone and e-mail messages
Topic C: Rapport
Listening and questioning
Topic A: Listening
Topic B: Questioning
Responding
Topic A: Responding to customers
Topic B: Resetting expectations
Topic C: Working toward solutions
Resolving issues
Topic A: Customer appreciation
Topic B: Follow-up techniques
Using what you've learned
Topic A: The implementation phase
Topic B: Resources and tools
email: training@ictwizard.com
telephone: 01382 453447
ICT Wizard Business and Professional Development courses:
- Instructors with relevant university degrees and business experience
- Courses on your site or at superb venues in:
- Aberdeen, Dundee, Glasgow, Edinburgh, London and throughout the UK
This Business and Professional Development Training course is delivered by an instructor who has extensive academic training and practical experience in this area. Academic: relevant areas of business and management studies, psychology, philosophy, politics and ICT through university degrees, postgraduate and undergraduate courses, business qualifications and certification. Practical: experience has included work in businesses from small to world-leading multinationals; board member of a business development organisation; economic development post; executive and non-executive director of a number of public and private sector companies.