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)}}\pard\plain \s2\ql \li0\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\aspalpha\aspnum\faauto\outlinelevel1\adjustright\rin0\lin0\itap0 \b\fs36\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\hich\af28\dbch\af28\loch\f28 Excellence in Technical Customer Service \par }\pard\plain \s3\ql \li0\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\aspalpha\aspnum\faauto\outlinelevel2\adjustright\rin0\lin0\itap0 \b\fs27\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1 \hich\af1\dbch\af28\loch\f1 Course Specifications \par }\pard\plain \ql \li0\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \fs24\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 Course number: 088687\line Software: \line Course length: 1.0 day(s) \par }\pard\plain \s3\ql \li0\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\aspalpha\aspnum\faauto\outlinelevel2\adjustright\rin0\lin0\itap0 \b\fs27\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1 \hich\af1\dbch\af28\loch\f1 Course Description \par }\pard\plain \s15\ql \li0\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \fs24\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 As a provider of customer service in a technical field, \hich\af1\dbch\af28\loch\f1 you need to interact with customers to address their technical concerns. 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 apply important principl \hich\af1\dbch\af28\loch\f1 e\hich\af1\dbch\af28\loch\f1 s and skills you can use as a technical customer service representative. \par }\pard\plain \ql \li0\ri0\sa240\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \fs24\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\b\f1\fs20 \hich\af1\dbch\af28\loch\f1 Course Objective: }{\f1\fs20 \hich\af1\dbch\af28\loch\f1 You will practice skills and apply principles for providing face-to-face customer service to customers with technical issues.\line \line }{\b\f1\fs20 \hich\af1\dbch\af28\loch\f1 Target Student: }{\f1\fs20 \hich\af1\dbch\af28\loch\f1 Customer service prof\hich\af1\dbch\af28\loch\f1 essionals providing technical support or service, on-site or by way of call center or email.\line \line }{\b\f1\fs20 \hich\af1\dbch\af28\loch\f1 Prerequisites: }{\f1\fs20 \hich\af1\dbch\af28\loch\f1 Customer Service Skills \line \line }{\b\f1\fs20 \hich\af1\dbch\af28\loch\f1 Delivery Method: }{\f1\fs20 \hich\af1\dbch\af28\loch\f1 Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities. \par }\pard\plain \s3\ql \li0\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\aspalpha\aspnum\faauto\outlinelevel2\adjustright\rin0\lin0\itap0 \b\fs27\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1 \hich\af1\dbch\af28\loch\f1 Ha \hich\af1\dbch\af28\loch\f1 rdware Requirements \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}}\pard\plain \ql \fi-360\li720\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\jclisttab\tx720\aspalpha\aspnum\faauto\ls1\adjustright\rin0\lin720\itap0 \fs24\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 Pentium 90 MHz or higher processor, or Macintosh PowerPC. \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}}\pard \ql \fi-360\li720\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\jclisttab\tx720\aspalpha\aspnum\faauto\ls1\adjustright\rin0\lin720\itap0 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 Screen resolution of 800 x 600 set to 256 colors. \par }\pard\plain \s3\ql \li0\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\aspalpha\aspnum\faauto\outlinelevel2\adjustright\rin0\lin0\itap0 \b\fs27\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1 \hich\af1\dbch\af28\loch\f1 Platform Requirements \par \hich\af1\dbch\af28\loch\f1 Software Requirements \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}}\pard\plain \ql \fi-360\li720\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\jclisttab\tx720\aspalpha\aspnum\faauto\ls3\adjustright\rin0\lin720\itap0 \fs24\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 \hich\f1 Windows\'ae\loch\f1 \hich\f1 95, 98, 2000, ME, NT 4.0, XP\'ae\loch\f1 \hich\f1 Home Edition, or XP\'ae\loch\f1 Professional. \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}}\pard \ql \fi-360\li720\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\jclisttab\tx720\aspalpha\aspnum\faauto\ls3\adjustright\rin0\lin720\itap0 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 Microsoft\loch\af1\dbch\af28\hich\f1 \'ae\loch\f1 \hich\f1 Office PowerPoint\'ae\loch\f1 2000 or higher. \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}\hich\af1\dbch\af28\loch\f1 \hich\f1 Microsoft\'ae\loch\f1 \hich\f1 Internet Explorer\'ae\loch\f1 \hich\f1 5.0x, 5.5, 6.0; or Netscape Navigator\'ae\loch\f1 (excluding 6.0 and 6.1). \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}\hich\af1\dbch\af28\loch\f1 \hich\f1 Adobe\'ae\loch\f1 \hich\f1 Acrobat Reader\'ae\loch\f1 \hich\f1 6.0 or higher; Apple\'ae\loch\f1 \hich\f1 QuickTime\'ae \loch\f1 \hich\f1 5.0 or higher; Macromedia\'ae\loch\f1 \hich\f1 Flash\'ae\loch\f1 \hich\f1 Player 9.0 or Macromedia\'ae\loch\f1 Shockwav\hich\af1\dbch\af28\loch\f1 \hich\f1 e\'ae\loch\f1 10.0 or higher. \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}\hich\af1\dbch\af28\loch\f1 Turn off pop-up blocking. (Windows XP with Service Pack 2 Internet Explorer users only.) \par }\pard\plain \s3\ql \li0\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\aspalpha\aspnum\faauto\outlinelevel2\adjustright\rin0\lin0\itap0 \b\fs27\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1 \hich\af1\dbch\af28\loch\f1 Performance-Based Objectives \par }\pard\plain \ql \li0\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \fs24\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 Upon successful completion of this course, students will be able to: \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}}\pard \ql \fi-360\li720\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\jclisttab\tx720\aspalpha\aspnum\faauto\ls4\adjustright\rin0\lin720\itap0 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 meet the customer. \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}\hich\af1\dbch\af28\loch\f1 diagnose the customer's issu\hich\af1\dbch\af28\loch\f1 e. \par {\listtext\pard\plain\fs20\loch\af3\hich\af3\dbch\af28 \loch\af3\dbch\af28\hich\f3 \'b7\tab}\hich\af1\dbch\af28\loch\f1 deliver solutions. \par }\pard\plain \s3\ql \li0\ri0\sb100\sa100\sbauto1\saauto1\widctlpar\aspalpha\aspnum\faauto\outlinelevel2\adjustright\rin0\lin0\itap0 \b\fs27\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\f1 \hich\af1\dbch\af28\loch\f1 Course Content \par }\pard\plain \ql \li0\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 \fs24\lang1033\langfe1033\loch\af28\hich\af28\dbch\af28\cgrid\langnp1033\langfenp1033 {\b\f1\fs20 \hich\af1\dbch\af28\loch\f1 Lesson 1: Meeting the Customer}{\f1\fs20 \par }\pard \ql \li720\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin720\itap0 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 \hich\f1 Topic 1A: Be a \'93\loch\f1 \hich\f1 People Person\'94\loch\f1 \par \hich\af1\dbch\af28\loch\f1 Topic 1B: Represent Your Company \par \hich\af1\dbch\af28\loch\f1 Topic 1C: Relate to the Customer \par }\pard \ql \li0\ri0\sa240\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 {\f1\fs20 \par }\pard \ql \li0\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 {\b\f1\fs20 \hich\af1\dbch\af28\loch\f1 Lesson 2: Diagnosing Issues}{\f1\fs20 \par }\pard \ql \li720\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin720\itap0 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 Topic 2A: Deal with a Customer's Misrepresentations \par \hich\af1\dbch\af28\loch\f1 Topic 2B: Determine the Customer's Need \par \hich\af1\dbch\af28\loch\f1 Topic 2C: Troubleshoot the Customer's Problem \par }\pard \ql \li0\ri0\sa240\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 {\f1\fs20 \par }\pard \ql \li0\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 {\b\f1\fs20 \hich\af1\dbch\af28\loch\f1 Lesson 3: Delivering Solutions}{\f1\fs20 \par }\pard \ql \li720\ri0\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin720\itap0 {\f1\fs20 \hich\af1\dbch\af28\loch\f1 Topic 3A: Finalize the Solution \par \hich\af1\dbch\af28\loch\f1 Topic 3B: Educate the Customer \par \hich\af1\dbch\af28\loch\f1 Topic 3C: Deliver Bad News \par \hich\af1\dbch\af28\loch\f1 Topic 3D: Achieve Performance Standards \par \hich\af1\dbch\af28\loch\f1 Topic \hich\af1\dbch\af28\loch\f1 3E: Close the Contact \par }\pard \ql \li0\ri0\sa240\widctlpar\aspalpha\aspnum\faauto\adjustright\rin0\lin0\itap0 { \par }}