Customer Service Management
This course teaches students the basics of customer service. Students will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.
Excellent customer service is so crucial in all successful organizations. Participants learn to effectively provide service and develop service behaviors in others. This course includes several interactive exercises in which participants apply skills learned in class.