Quality Customer Service, Student Edition

R 227.93

($)

Quality Customer Service (5th Edition)

Course Specifications

Course Number: CCT–186_rev4.0

Course Length: Self-study or classroom training

Course Description

The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read, easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute books keep you engaged and help you retain critical skills.

Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service. This self-paced title will prepare you to do just that.

Course Objective: Complete this book, and you’ll know how to:

  • Define quality customer service, explore why it’s important, and discover how it can be adopted as a company-wide perspective.
  • Have a positive attitude that customers notice and examine how your attitude is reflected in your appearance, language, tone, and telephone skills.
  • Identify your customers’ needs by understanding basic human needs, learn how to read your customers, and discuss the benefits of a CRM system.
  • Provide for your customers’ needs by performing your job well, communicating clear messages, practicing effective selling skills, and planning for unexpected situations.
  • Ensure that customers return by soliciting feedback, satisfying complaints, preparing for common complaints, dealing with difficult customers effectively, and exceeding their expectations.

Course Content

Part 1: Winning with the Customer

Do You Have What It Takes to Win with the Customer?
Comparing Customer Service to a Refrigerator
What Is Quality Customer Service?
Four Reasons Why Quality Service is Important
Adopting a Customer Service Perspective
Why Winning at Customer Service is Important to You
Summary

Part 2: Showing a Positive Attitude

Why a Positive Attitude Is Important
Communicate Your Best Image
Monitoring the Sound of Your Voice
Using the Telephone Effectively
Staying Energized
Summary and Follow-Up

Part 3: Identifying Customer Needs

Identifying Customer Needs
Understanding Basic Needs
Recognizing Customer Timing Requirements
Stay One Step Ahead of Your Customers
Remaining Attentive
Using a CRM System
Summary

Part 4: Providing for the Needs of Your Customers

Providing for Your Customers' Needs
Meeting Basic Customer Service Needs
Performing Important Backup Duties
Sending Clear Messages
Saying the Right Thing
Selling Your Organization's Uniqueness
Meeting the Computer Challenge
Preparing for the Unexpected
Summary

Part 5: Making Sure Your Customers Return

Making Sure Your Customers Return
Soliciting Customer Feedback
Handling Complaints Effectively
Getting Difficult Customers on Your Side
Taking That One Extra Service Step
Reviewing the Actions that Cause a Customer to Return
Striving for Quality Customer Service

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