Excellence in Service Series Training CBT Suite

Price: $499.00

CBT Course Overview:

Providing excellent customer service is imperative in today's highly competitive market. With an increasingly demanding customer base searching for the greatest value for their time and money, no company can afford to ignore the impact that customer service has on its bottom line. Every business, regardless of industry, must focus on customer service to attract and retain internal and external customers. Companies who consistently provide excellent customer service set themselves apart from their competitors, enjoy a loyal customer base, and, therefore, experience high profit margins.

Total Training Duration:

24 hours

CBT Course Modules:

• Excellence in Service Part 1: Fundamentals for Employees Training
• Excellence in Service Part 2: Providing Exceptional Customer Service Training
• Excellence in Service Part 3: Working with Upset Customers Training
• Excellence in Service Part 4: Communicating with Customer Virtually Training
• Excellence in Service Part 5: Creating an Exceptional Service Environment Training
• Excellence in Service Part 6: Establishing Service Standards Training
• Excellence in Service Part 7: Building a Customer Service Team Training
• Excellence in Service Part 8: Building Lasting Customer Relationships Training

Training Course Topics:

• Avoid common customer service pitfalls and barriers.
• Develop customer service habits that help build rapport.
• Communicate clearly with customers.
• Provide extra service to customers.
• Profit from customer complaints.
• Avoid common customer service pitfalls.
• Develop customer service habits that help build rapport.
• Communicate clearly with customers.
• Provide extra service to customers.
• Profit from customer complaints.
• Use the SERVE acronym to understand how customers evaluate service.
• Apply three steps to provide quality customer service over the telephone.
• Follow a seven-step process to provide quality customer service.
• Apply six steps to effectively solve customers' problems.
• Use the actions in the YES acronym to say no effectively.
• Apply three proactive steps to prevent customers from becoming upset.
• Avoid using verbal communication that negatively affects an upset customer's attitude.
• Apply four actions to calm upset customers.
• Follow an eight-step process to successfully serve upset customers.
• Apply the actions in the CALM acronym to control your own emotions.
• Take seven actions to build rapport with your customers.
• Project a positive telephone image by following three guidelines.
• Create a customer-friendly voice mail greeting.
• Write easy-to-read e-mail messages by following four guidelines.
• Provide quality customer service by following a three-step process.