Course Specifications

Course length: 1 Day

Cost: $200.00

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.

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