| Customer Service 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 Accept a Customer Contact Address a Customer's Emotional State Address Your Own Emotional State Lesson 2: Addressing Customer Issues Assess Customer Issues Develop Solutions Negotiate to Reach a Solution Lesson 3: Closing Communications Upsell Additional Products Conclude Customer Contact Follow Up Release Stress |
| Everything about business comes down to PEOPLE. Where in business can we escape the impact of human care, human creativity, human commitment, human frustration, and human despair? There is no reason for anything in business to exist if it does not serve the needs of people. -Bruce Cryer, Re-Engineering the Human System |
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