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.
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