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Home > Professional Development Skills > Customer Service > Excellence In Service: Basic through Advanced
Boost your customer service skills by learning how to provide excellent quality service, and deal effectively with customer issues.
In this two-day live instructor-led Excellence In Service course, you will learn the fundamentals of providing excellent customer service by understanding how to interact with customers to meet their customer service expectations. You'll also learn how to develop excellent customer service skills by understanding how to improve your attitude and attention, provide excellent quality service, and deal effectively with customer complaints and problems. You will learn how to handle unhappy customers and cope with stressful situations in your work environment. Finally, you'll learn telephone and email communication skills and etiquette.On day two of the Excellence in Service Training Course, you will learn how to determine what customers want, and evaluate the service provided. You will also learn how to create, implement, and monitor service standards. Finally you will learn how to create a customer service climate and foster customer loyalty.
Category
ID
Duration
Level
Price
Customer Service
12098
2 Day(s)
Foundation
$1,395.00
Objectives
Upon successful completion of the Excellence In Service Training course, you will understand:• Customer interaction and expectations• How your attitude and attention can make or break your customer relationships• How to handle dissatisfied customers• Dealing with and managing stress in service situations• Telephone skills and E-mail etiquette• Monitoring and managing service standards• Customer Service Team training and empowerment• Customer loyalty development
Module 1: Customer service fundamentals• Customer service and customers• Customer interaction• Customer expectationsModule 2: Customer service skills• Attitude and attention• Quality of service• Problem resolutionModule 3: Customer management• Dissatisfied customers• Angry customers• Upset customers• Stress in service situationsModule 4: Customer communication• Communication fundamentals• Interpersonal communication• Telephone skills• E-mail etiquette
Module 5: Service standards• Fundamentals of service standards• Monitoring service standards• Management and service standardsModule 6: Service teams• Teams as a service solution• Employee selection• Team training and empowerment• MotivationModule 7: Customer loyalty• Understanding your customers• Customer loyalty development• Employee loyal's influence• Memorable service
Questions?
HRCI Professional in Human Resources (PHR)HRCI Senior Professional in Human Resources (SPHR)SHRM Certified Professional (SHRM-CP)
To ensure your success, we recommend you first attend the following course, or have equivalent knowledge: • Emotional Intelligence Training
Productivity Point Learning Solutions evolved out of a desire to increase our outreach both nationally and internationally.
Productivity Point Headquarters 1580 Sawgrass Corporate Parkway Suite 205 Sunrise, Florida 33323 United States
Contact T 1-844-238-8607 P 1-954-425-6141 F 1-954-928-9057 E info@productivitypointls.com