This course will provide you with the foundation for quality customer service and focuses on building life-long customer relationships by developing effective customer-care strategies. It provides guidelines for emerging technologies and uses various hands-on and interactive scenarios to develop the foundation customer care skills needed to provide excellence in service.

This module prepares candidates to sit the Certified Business Professional exam – C20-507

Introduction to Customer Service

• What Is Customer Service?
• Developing a Customer-Centric Mindset
• Who Are Your Customers?
• When & Where Does Customer Service Take Place
• The Need For Customer Service
• Developing A Customer Friendly Attitude

Customer Service: Communication Skills

• Developing Effective Communication Skills
• Presenting a Professional Image
• Non-verbal Communication Skills
• Verbal Communication Skills

Customer Analysis: Knowing your Customer

• Knowing Your Customer
• Customer Expectations
• Dominant Behavioral Style
• Determining Your Level of Service

Calming Upset Customers

• What Makes Customers Upset?
• Avoiding Upsets
• 5 Key Steps to Calming Upset customers
• What To Do When You Are Upset

Telephone Customer Service

• Mastering The Telephone
• Answering The Telephone
• Active Listening
• Putting Callers On Hold
• Transferring A Call
• Taking A Message
• Voice Mail
• Closing The Call

Internet Customer Skills

• The Internet
• Customer E-mail Communication Guidelines
• Online Chat
• Internet Customer Skills
• Scripted Responses
• Auto responders
• Customer Online Support

Time Management Strategies

• Taking Control Of Your Time
• Time Analysis: Task Identification, Task Analysis, Time Wasters

Stress Management Strategies

• What is Stress?
• What Causes Stress?
• Stress Symptoms
• What Can Be Done To Manage Or Even Eliminate Stress?

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