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Excellence in Customer Service Boot Camp
 

 

 

Click Here to View Schedules & Pricing and to Enroll Online

 

 

Duration: 2 Days

  

 

Description:

 

This customer service training course offers the tools and techniques needed to provide excellent customer service support. Having a strong customer service team is important to any organization and it often plays a key role in client satisfaction and the building of a loyal customer base. This hands-on course goes into the fundamentals of customer service and transitions into more specific topics such as communicating via different mediums, and particularly the skills required in communicating remotely.

 

 

Prerequisites: 

 

New and existing employees seeking to enhance their customer service skills, both in-person or in a telephone or electronic-based role.

 

 

Curriculum:

 

I. Understanding Customer Service
1. Describe Customer Service
2. Identify Customer Expectations
3. Commit Yourself to Providing Excellent Customer Service

II. Focusing on the Customer
1. Create a Positive First Impression
2. Identify and Help Meet the Customer's Needs
3. Create a Positive Last Impression

III. Handling Complaints
1. Make it Easy for Customers to Complain
2. Resolve the Problem
3. Cope with Upset and Difficult Customers

IV. Delivering Excellent Customer Service on the Telephone
1. Answer the Telephone
2. Project a Positive Image Using Your Voice
3. Transfer Calls
4. Take Meaningful Messages

V. Coping With Stress
1. Describe Stress
2. Take Preventive Measures
3. Overcome Stress

VI. Managing the Customer's Initial Contact
1. Accept a Customer Contact
2. Address a Customer's Emotional State
3.Address Your Own Emotional State

VII. Addressing Customer Issues
1. Assess Customer Issues
2. Develop Solutions
3. Negotiate to Reach a Solution

VIII. Closing Communications
1. Upsell Additional Products
2. Conclude Customer Contact
3. Follow Up
4. Release Stress

 

 

What's Included:

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

 

 

Authorized Training:

 

The Academy is proud to be the #1 Microsoft Gold Certified Partner for Learning Solutions (CPLS) in Florida. 

 

 


Academy Code of Honor:  

The Academy guarantees that students shall pass all vendor examinations during the training program or may re-attend within one year of the program completion date. Students will only be responsible for accommodations and vendor exam fees.  

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