Customer Service

CBIT Canadian Beaver Training Ottawa
Ottawa, Ontario, Canada

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' Module 0: Introduction To Customer Service
|

| Module 1: What Is Customer Service?
| Developing a Customer-centric Mindset
Evaluation ??excitement Is Contagious
Who Are Your Customers?
Internal Customers ??external Customers
When and Where Does Customer Service Take Place
The Need For Customer Service ??rewards
What Does Customer Service Mean To You?
Unpleasant Experiences
Satisfying Experiences
Developing A Customer Friendly Attitude


| Module 2: Customer Service: Communication Skills
| Developing Effective Communication Skills
Tone Of Voice
Presenting a Professional Image
Presenting a Professional Image
Non-verbal Communication Skills
Body Language ??
Key Body Language Aspects
Verbal Communication Skills
Choice of Words
Tone Of Voice
The Choice Of Words


| Module 3: Customer Analysis: Knowing Your Customer
| Knowing Your Customer
Customer Expectations
Assertive Working Style - Results-oriented
Analytical - Details-oriented
Amiable - People-oriented
Dominant Behavioral Style


| Module 4: Calming Upset Customers
| What Makes Customers Upset?
Avoiding Upsets
What Can You Do To Avoid Upsets?
5 Key Steps To Calming Upset Customers


| Module 5: Module 5: Telephone Customer Service
| Mastering The Telephone
Answering The Telephone
Active Listening
Putting Callers On Hold ??recommendations
Transferring A Call
Taking A Message
Voice Mail
Closing The Call


| Module 6: Internet Customer Skills
| The Internet Customer
E-mail
E-mail Communication Guidelines
Online Chat
Online Chat Guidelines
Online Chat - Scripted Responses
Additional Customer Care Channels


| Module 7: Time Management Strategies
| Time Management Strategies
Taking Control Of Your Time
Time Analysis: Task Identification
Task Analysis
Task Prioritization
Time Wasters


| Module 8: Stress Management Strategies
| Stress Management
What Is Stress?
What Causes Stress?
Stress Symptoms
What Can Be Done To Manage Or Even Eliminate Stress?

...''

Elements of this syllabus are subject to change.

Phone:613 742-6800

School Address/Venue(s):

CBIT Canadian Beaver Training Ottawa
214 Montreal Rd
Suite 100
Ottawa, Ontario
K1L 8L8
Canada

Jobs & Resumes: Ottawa
Houses & Roommates: Ottawa
Travel Agencies: Ottawa

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