Excellence in Service:
Basic
Frequently asked questions and instructor notes
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