Customer Service Via Phone and Email (1 Day) Date:TBD
Category Business
Course Title Customer Service Via Phone and Email (1 Day) Date:TBD
Course Specifications
Course number UBS10024
Course length 1 Day
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
Audience
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.
Course Objectives
Upon successful completion of this course, students will be able to:
Course Outline
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
Course Title Customer Service Via Phone and Email (1 Day) Date:TBD
Course Specifications
Course number UBS10024
Course length 1 Day
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
Audience
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.
Course 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 Outline
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
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