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Customer Service Training on CD-ROM

Excellence in Service: Building a Customer Service Team

In Excellence in Service: Building a Customer Service Team, you will learn techniques to successfully select, train, and motivate employees to form a customer service team. You will identify important aspects of employment laws that affect your search for quality service employees. You will also learn how to develop a training program that is suitable for your customer service team and that will meet your organization's needs. .

Learn To:

Identify how to find quality employees and interview them while following employment laws.
Identify how to train employees appropriately to strengthen your customer service team.
Motivate and reward your employees based on their individual preferences.

Audience: Managers who want to establish service standards and learn how to build a customer service team successfully.

Total Learning Time: 3 Hour(s)

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Excellence in Service: Building a Customer Service Team CD

ng44110

$110.00

Course Contents

Unit 1: Staff Your Service Team
Sequence the steps for building a first-class customer service team.
Match characteristics of quality service employees with their respective benefits.
Identify the employment laws that govern interviewing and selection.
Identify the guidelines for reducing your risk of overstepping Equal Employment Opportunity requirements.
Identify steps for preparing for an interview.
Identify two actions you should take when opening an interview.
Identify three ways to gather information during an interview.
Identify the guidelines for closing an interview.

Unit 2: Provide Customer Service Training
Sequence the steps for determining whether your customer service employees need training.
Sequence the steps for developing a training plan.
Identify elements that should be included in a training program for new customer service employees.
Identify guidelines that help reinforce your employees? training.
Identify the phases for training evaluation.

Unit 3: Motivate Your Service Team
Identify the kinds of information you should know about your employees.
Identify guidelines for rewarding and recognizing your customer service team.
Sequence the steps for empowering your customer service team.