Excellence in Service:
Advanced
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 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.