Excellence in Service:
Advanced

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 and 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 32MB of RAM, depending on your operating system

���� 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

���� Printouts of Interview.doc for the entire class

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 to display a page of course listings, and then click the link for Excellence in Service: Advanced.

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

2�� Download the data for the course to your computer.

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

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

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

3�� Print a copy of Interview.doc for each student.

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: Establishing Service Standards
Course number: 44009

���� Excellence in Service: Building a Customer Service Team
Course number: 44010

���� Excellence in Service: Creating Customer Loyalty
Course number: 44011

Topic C:�� Course notes

There are no notes for this course at this time.

Topic D:�� Additional information

There is no additional information for this course at this time.