Trab Training Inc.
Since 1985
"The miracle, or the power, that elevates the few is to be found in their industry, application, and perseverance under the promptings of a brave, determined spirit." Mark Twain
Customer Service (Public Class)
Duration: 1 day, 8:30 until 5:00.
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. While this course is aimed at people with less customer service experience, it is helpful to have experienced people attend also. This course focuses primarily on supporting customers over the phone.
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