Lessons
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Lesson 1
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Understanding Customer Service
Describe Customer Service
Identify Customer Expectations
Commit Yourself to Providing Excellent Customer Service
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Lesson 2
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Focusing on the Customer
Create a Positive First Impression
Identify and Help Meet the Customer’s Needs
Create a Positive Last Impression
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Lesson 3
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Handling Complaints
Make it Easy for Customers to Complain
Resolve the Problem
Cope with Upset and Difficult Customers
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Lesson 4
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Delivering Excellent Customer Service on the Telephone
Answer the Telephone
Project a Positive Image Using Your Voice
Transfer Calls
Take Meaningful Messages
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Lesson 5
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Coping With Stress
Describe Stress
Take Preventive Measures
Overcome Stress
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