Excellence in Service:
Basic

Topic-Level Outline

Days: 1

Prerequisites: None

Unit 1 : Customer service fundamentals

Topic A: 0 Customer service and customers

A-1: Understanding the importance of good service

A-2: Identifying the types of customers

Topic B: 0 Customer interaction

B-1: Building rapport with customers

B-2: Communicating with customers

Topic C: 0 Customer expectations

C-1: Responding to a customer

C-2: Exceeding customer expectations

Unit 2 : Customer service skills

Topic A: 0 Attitude and attention

A-1: Demonstrating a positive attitude

A-2: Providing extra attention

Topic B: 0 Quality of service

B-1: Providing good customer service

B-2: Discussing the steps in service process

Topic C: 0 Problem resolution

C-1: Learning from problems

C-2: Resolving problems

Unit 3 : Customer management

Topic A: 0 Dissatisfied customers

A-1: Understanding a dissatisfied customer

A-2: Preventing dissatisfaction

A-3: Handling dissatisfied customers and complaints

Topic B: 0 Angry customers

B-1: Handling an angry customer

B-2: Diffusing anger through listening

Topic C: 0 Upset customers

C-1: Discussing the basics of serving an upset customer

C-2: Serving an upset customer

Topic D: 0 Stress in service situations

D-1: Controlling your emotions

D-2: Reducing stress

Unit 4 : Customer communication

Topic A: 0 Communication fundamentals

A-1: Understanding clear communication

A-2: Analyzing communication breakdown

Topic B: 0 Interpersonal communication

B-1: Communicating clearly with customers

B-2: Understanding nonverbal and verbal aspects

Topic C: 0 Telephone skills

C-1: Providing good service on the telephone

C-2: Understanding telephone etiquette

Topic D: 0 E-mail etiquette

D-1: Composing effective e-mail messages

D-2: Using attachments effectively