Customer Service:
Listening,
Responding, and Resolving
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 presentations, you�ll need the following:
���� A keyboard and a mouse
���� A Pentium-class or better computer
���� Windows NT, 2000, or XP operating system
���� 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 Power Point viewer
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 Customer Service: Listening, Responding, and Resolving.
c�� Click the link for downloading the Presentation 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 Customer Service: Listening, Responding, and Resolving.
c�� Click the link for downloading the data files, and follow the instructions that appear on your screen.
Topic B:�� Frequently asked questions
There are no frequently asked questions for this course at this time.
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.