Information for course "An Introduction to Customer Service "
Description: An Introduction to Customer Service
1. Have you ever encountered an unpleasant customer and not known what to do? 2. Do you worry that you’re not assertive enough with demanding people? 3. Do you struggle to solve problems? 4. Do you know who your customers are? 5. Do you have individual and organizational goals to strive for?
This course will help you in all of these areas, and more!
...Recognize that service delivery is an individual response value. ...Understand how your own behavior impacts the behavior of others. ...Develop more confidence and skill as a problem-solver. ...Communicate more assertively and effectively. ...Learn some ways to make customer service a team approach.
Assessment: Multiple Choice Questions
Topics: • Who are your customers? • Understanding and Meeting Expectations • Your Self-Image • Meeting Expectations • Setting Standards • SMART Goals • Telephone Techniques • Communication Skills • The Talkative Caller • Dealing with Difficult People • Steps to Problem-Solving • Resolving Conflict • Service PRIDE • Acting Assertively • Managing Stress