Excellence in Service:
Basic

Frequently asked questions and instructor notes

Topic A0:�� Classroom setup

In addition to a manual, each student should be provided with a pad and pens or pencils for jotting down notes questions. Students should have a comfortable place to sit and ample table space to spread out their materials.

Computer requirements

If you wish to use the PowerPoint presentation, you�ll need the following:

���� A Pentium-class or better computer

���� A keyboard and a mouse

���� A sound card and speakers

���� Windows 98, NT, 2000, or XP

���� A minimum of 32 MB of RAM, depending on your operating system

���� A CD-ROM drive

���� A Super-VGA monitor

���� An overhead monitor projector

���� PowerPoint 2000 or later, or PowerPoint Viewer

Classroom requirements

���� A white board or flip chart and markers

���� An overhead projector

First-time setup instructions

The first time you teach this course, you will need to perform the following steps:

1�� Download the PowerPoint presentations for the course to your computer.

a�� Connect to www.courseilt.com/instructor_tools.html.

b�� Click the link for Customer Service display a page of course listings, and then click the link for Excellence in Service: Basic.

c�� Click the link for downloading the PowerPoint files, and follow the instructions that appear on your screen.

Topic B:�� Frequently asked questions

1��� Does this course map to any NETg courses? If so, which one(s).

Yes. This course maps to:

Excellence in Service: Providing Superior Customer Service
Course number: 44006

Excellence in Service: Working With Upset Customers
Course number: 44007

Excellence in Service: Communicating With Your Customers
Course number: 44008

Topic C:�� Course notes

The original PowerPoint presentation for Unit 2 this course has a broken link to the movie for Activity C2. You can find a revised PowerPoint presentation for this course at www.courseilt.com/instructor_tools.html. If you find that the presentation for Unit 2 is missing the link follow the instructions under First time setup instructions in Topic A of this document to download the revised presentation.

Topic D:�� Additional information

There is no additional information for this course at this time