Overview

This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:

• Frame of reference.
• Proper telephone skills.
• Handling everyday requests.

Contents

T1. Defining Customer Service: This topic will provide the learner with information on the important aspects of customer service and handling the needs of customers.

T2. Communicating: This topic will introduce the learner to physical, non-verbal actions, spoken signals, oral replies, and closed and open questions.

T3. Frame of Reference: This topic will provide an overview of self-image, a personal vision statement, and the SPIRIT model to the learner.

T4. Improving Communication: This topic will provide an overview of empathy, dangerous misconceptions, roadblocks to effective communication, and eliminating barriers.

T5. Proper Telephone Skills: This topic will provide information on opening a telephone conversation, showing respect to customers, how to use a pleasant telephone voice, and successfully ending a telephone conversation.

T6. Handling Everyday Requests: This topic will provide an overview of warm transfers, correctly placing customers on hold, properly taking messages, and the importance of accuracy.

T7. Resolving Conflicts: This topic provides an overview of decreasing conflict, avoiding communication break-downs, and dealing with problem individuals.

T8. Identifying and Addressing Customer Problems: This topic provides tips to solve customers problems, sympathizing, expressing regret, and resolving problems swiftly.

T9. The Importance of Leadership: This topic provides information on leadership, the Situational Leadership Model, and styles of leadership.

T10. Engaging Employees: This topic provides information about cultivating potential, keys to becoming an effective manager, understanding employees, and defining the various types of employees found in the workplace.

Please note that any legal and compliance references in this course will pertain to US legislation.