Customer Service Excellence OLE





 Customer Service Excellence the importance of excellent customer service and how to deliver it. Users also learn how to handle problems, complaints, and difficult customers.

Who Needs Customer Service Excellence Learning?

  • Customer service representatives
  • Technical, support, and supervisory personnel
  • Account managers
  • Small business owners
  • Human resource staff

Course Outline

Why Customer Service Matters

  • Loyalty
  • Staff morale
  • Reputation
  • Profit

Making Customer Service Great

  • Customer focus
  • Communication
  • Timeliness
  • Feedback
  • Staff

Great Customer Service Staff

  • Empathy
  • Problem-solving
  • Communication
  • Details
  • Empowered

Dealing with Problems

  • Complaints
  • Difficult customers

Communicating for Service Excellence

  • Business etiquette
  • Methods of communication
  • Customer service phrases
  • Communication styles