Length: 1 day

Description: This ILT Series 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. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Table Of Contents:
Unit 1: Customer service fundamentals
Topic A: Customer service and customers
Topic B: Customer interaction
Topic C: Customer expectations

Unit 2: Customer service skills
Topic A: Attitude and attention
Topic B: Quality of service
Topic C: Problem resolution

Unit 3: Customer management
Topic A: Dissatisfied customers
Topic B: Angry customers
Topic C: Upset customers
Topic D: Stress in service situations

Unit 4: Customer communication
Topic A: Communication fundamentals
Topic B: Interpersonal communication
Topic C: Telephone skills
Topic D: E-mail etiquette