| Customer Service: Defining Service |
| This course explains the concept of company-wide customer service and standards. |
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- Understanding "Customers" and "Service"
- Bringing the Customer Back
- Making the Mission a Priority
- Getting Everyone Involved
- Service from the Top Down
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- Creating Service Standards
- Implementing Service Standards
- Customer Segments
- Segmenting Your Customers
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| Customer Service: Communicating |
| This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals. |
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- Getting Your Message Across
- Using the Right Words
- Matching the Customer's Style
- Using Questions
- Dealing with Angry Customers
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- Resolving Conflict
- Writing Letters to Customers
- Breaking Bad News in a Letter
- Giving Written Instructions
- Writing Helpful Manuals
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| Customer Service: Fixing Problems |
| This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems. |
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- Using Complaints
- Frequently Asked Questions
- Answering Employee Questions
- Finding What Customers Want
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- Using Surveys
- Finding (the Real) Problems
- Finding Solutions
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| Customer Service: Building a Department |
| This course provides users with an overview of creating a Customer Service department and hiring talented customer service people. |
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- Forming a Customer Service Organization
- Building Teams
- Hiring Service Pros
- Motivating Service People
- Helping the Good Get Better
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- Creating a Productive Environment
- Getting Help to Customer Service
- Good Service for Your Employees
- International Customer Service
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| Customer Service: Tools of the Trade |
| This course explains the concept of company-wide customer service and standards. |
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- Talking to Customers
- Using the Phone
- Phone and Fax Lines
- Electronic Mail
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- Communicating with Electronic Mail
- The Internet
- Presenting a Web Site
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