VTEC Training
Course Code: 5595
Customer Service: Listening Responding and Resolving
VTEC Training
Portland,
ME
Class Dates:
5/20/2022
7/29/2022
Length:
1 Days
Cost:
$295.00
Class Time:
Technology:
Business
Delivery:
Instructor-Led Training, Virtual Instructor-Led Training
Overview
- Course Overview
- This course, is aimed at students who are in the customer service field and want to improve their knowledge of customer service basics. Students will discuss what it means to have a service culture in an organization. They will examine customer service skills that include organization, communication, and personal motivation. This course also covers customer service as a process that includes greeting, listening, questioning, responding, and resolving. Students will discuss each step of the process in detail. Students do not need to have any prior knowledge of customer service to take this course.
Prerequisites
Course Details
- Unit 1: Customer service basics
- Topic A: Customers
- Topic B: The service culture
- Unit 2: Customer service skills
- Topic A: Organization skills
- Topic B: Communication factors
- Topic C: Personal motivation
- Unit 3: Greeting customers
- Topic A: Greeting overview
- Topic B: Phone and e-mail messages
- Topic C: Rapport
- Unit 4: Listening and questioning
- Topic A: Listening
- Topic B: Questioning
- Unit 5: Responding
- Topic A: Responding to customers
- Topic B: Resetting expectations
- Topic C: Working toward solutions
- Unit 6: Resolving issues
- Topic A: Customer appreciation
- Topic B: Follow-up techniques
- Unit 7: Using what you've learned
- Topic A: The implementation phase
- Topic B: Resources and tools