Customer Service Via Phone and Email
Course Specifications
Course number: 088648
Software: Microsoft Windows®
Course length: .5 day
Course Description
You need to respond to customer service queries via a
remote system such as email or the telephone. In order to do this effectively,
you need to develop skills that will help you interact with customers in a
positive and professional manner. In this course, you will learn important
principles and skills you can utilize as a remote customer service representative.
Course Objective: You will practice skills and apply principles for providing customer
service remotely, via telephone and the web.
Target Student: New employees in a telephone or electronic-based customer service
role in any industry, or current employees in this role in need of developing
these skills.
Prerequisites: Written communication and typing skills; familiarity with
telephone, email, and web-based communication tools.
Delivery Method: Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.
Hardware Requirements
- Pentium 90 MHz or higher processor, or Macintosh PowerPC.
- Screen resolution of 800 x 600 set to 256 colors.
Software Requirements
- Windows® 95, 98, 2000, ME, NT 4.0, XP Home Edition, or
XP Professional.
- Microsoft Internet Explorer 5.0x, 5.5, 6.0; or Netscape Navigator
(excluding 6.0 and 6.1).
- Adobe Acrobat Reader 6.0 or higher; Apple QuickTime 5.0 or
higher; Macromedia Flash Player 6.0.79 or higher; or Macromedia Shockwave
7.0.2, 8.0, 8.5, 8.5.1 or higher.
- Turn off pop-up blocking. (Windows XP with Service Pack 2
Internet Explorer users only.)
Performance-Based Objectives
Upon successful completion of this course, students will be able to:
- Manage the customer's initial contact.
- Address the customer's issues.
- Close communications with the customer once all issues
have been resolved.
Course Content
- Lesson 1: Managing the Customer's Initial Contact
- Topic 1A: Accept a Customer Contact
- Topic 1B: Address a Customer's Emotional State
- Topic 1C: Address Your Own Emotional State
- Lesson 2: Addressing Customer Issues
- Topic 2A: Assess Customer Issues
- Topic 2B: Develop Solutions
- Topic 2C: Negotiate to Reach a Solution
- Lesson 3: Closing Communications
- Topic 3A: Upsell Additional Products
- Topic 3B: Conclude Customer Contact
- Topic 3C: Follow Up
- Topic 3D: Release Stress