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