Course Length: 1 day

Course Description

You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative.

Course Objective: You will practice skills and apply principles for providing customer service remotely, via telephone and the web.

Target Student: New employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.

Prerequisites: Written communication and typing skills; familiarity with telephone, email, and web-based communication tools.

Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.

 

See Dates for this class

 

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

• Manage the customer's initial contact.
• Address the customer's issues.
• Close communications with the customer once all issues have been resolved.

 

Course Content

Lesson 1: Managing the Customer's Initial Contact
Topic 1A: Accept a Customer Contact          
Topic 1B: Address a Customer's Emotional State
Topic 1C: Address Your Own Emotional State

Lesson 2: Addressing Customer Issues
Topic 2A: Assess Customer Issues
Topic 2B: Develop Solutions
Topic 2C: Negotiate to Reach a Solution

 

 

 

 

Lesson 3: Closing Communications
Topic 3A: Upsell Additional Products
Topic 3B: Conclude Customer Contact
Topic 3C: Follow Up
Topic 3D: Release Stress