| Customer Service Via Phone and Email 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. Performance-Based Objectives Upon successful completion of this course, students will be able to:
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 |
| 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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