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Customer Service Training on CD-ROM

Excellence in Service: Fundamentals for Employees

In Excellence in Service: Fundamentals for Employees, you will learn how to develop the skills needed to effectively relate to customers, fulfill their needs, and develop a positive customer service attitude. You will understand the importance of going beyond just satisfying customers. You will also differentiate between internal and external customer needs and understand the relationship between supporting your internal team and how it positively enables you to exceed your external customer's expectations.

Learn To:

• Understand the importance of customer service, including how to develop loyal customers and maintain a positive attitude while serving.
• Understand how to serve external customers by fulfilling their basic needs, recognizing how they evaluate service, building rapport with them, and avoiding customer service pitfalls.
• Create a positive environment through excellent internal customer service. .

Audience: This course is for employees and managers who want to learn the best methods for working with customers and exceeding their expectations.

Total Learning Time: 2 Hour(s)

Unit 1: The Importance of Customer Service
Identify how excellent customer service benefits employees.
Identify how to develop loyal customers.
Identify the guidelines for maintaining a positive attitude.
Identify the guidelines for going beyond customer expectations.

Unit 2: Serving the External Customer
Identify external customers? basic needs.
Identify how external customers evaluate service.
Identify the guidelines for building rapport with customers.
Identify the pitfalls you should avoid when providing customer service.

Unit 3: Serving the Internal Customer
Creating a Positive Environment.
Taking a Team Approach.
Identify how you can take an internal team approach to offering external customer service.

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