Telephone: 01382 453447
email: mail@ictwizard.com
Excellence in Service: Basic
Training Course Outline
1-day course
Course contents
This course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.
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Topics:
Customer service fundamentals
Topic A: Customer service and customers
Topic B: Customer interaction
Topic C: Customer expectations
Customer service skills
Topic A: Attitude and attention
Topic B: Quality of service
Topic C: Problem resolution
Customer management
Topic A: Dissatisfied customers
Topic B: Angry customers
Topic C: Upset customers
Topic D: Stress in service situations
Customer communication
Topic A: Communication fundamentals
Topic B: Interpersonal communication
Topic C: Telephone skills
Topic D: E-mail etiquette
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.