Trab Training Inc.
Helping with Training since 1985
"No man was ever wise by chance." L A Seneca
Customer Service (Public Class)
Duration: Please note that as of 2015, this course is only being offered as an on-site course.
Issue:
Are your customers getting the service they deserve from your support people? Are all of your support people representing your company in a positive way?
This course has been created to give your support people a good understanding of all aspects of customer service. Those who attend will spend a day defining customer service, measuring themselves as customer service people, and practicing with tools and procedures designed to make them even better support people.
Intended For:
Anybody who supports internal or external customers. This course is meant for people who are new to customer service with little customer service experience. This course focuses primarily on supporting customers over the phone.
Experienced Customer Service people please click here for on-site class.
Hints & Suggestions:
It would be helpful for everyone who attended to understand all of the roles and responsibilities of their customer service department.
Course Materials:
Course Materials include a 44+ page colour notebook, folder, and handouts.
Key Topics:
Focusing on Customer Service
Customer Service Communication Skills
Steps for Really Handling a Call
Greeting the Customer
Being Positive with Customers
Listening to the Customer
Solving Customer’s Problems
The Action Plan
Dealing with Upset Customers