Excellence in Customer Service Boot Camp

Description

This customer service training course offers the tools and techniques needed to provide excellent customer service support. Having a strong customer service team is important to any organization and it often plays a key role in client satisfaction and the building of a loyal customer base. This hands-on course goes into the fundamentals of customer service and transitions into more specific topics such as communicating via different mediums, and particularly the skills required in communicating remotely.

This is a two-day boot camp.

Prerequisites

New and existing employees seeking to enhance their customer service skills, both in-person or in a telephone or electronic-based role

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor Led (the best training format we offer)
  • Live Online Classroom – Online Instructor Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

Curriculum

I. Understanding Customer Service
Describe Customer Service
Identify Customer Expectations
Commit Yourself to Providing Excellent Customer Service

II. Focusing on the Customer
Create a Positive First Impression
Identify and Help Meet the Customer’s Needs
Create a Positive Last Impression

III. Handling Complaints
Make it Easy for Customers to Complain
Resolve the Problem
Cope with Upset and Difficult Customers

IV. Delivering Excellent Customer Service on the Telephone
Answer the Telephone
Project a Positive Image Using Your Voice
Transfer Calls
Take Meaningful Messages

V. Coping With Stress
Describe Stress
Take Preventive Measures
Overcome Stress

VI. Managing the Customer’s Initial Contact
Accept a Customer Contact
Address a Customer’s Emotional State
Address Your Own Emotional State

VII. Addressing Customer Issues
Assess Customer Issues
Develop Solutions
Negotiate to Reach a Solution

VIII. Closing Communications
Upsell Additional Products
Conclude Customer Contact
Follow Up
Release Stress

Enrolled