Excellence in Service 1
Training for your Group
- Private class for your team
- Online or on-location
- Fully customizable course material
- Onsite testing available
Training for Individuals
$395
- Live, Instructor-led training
- Expert instructors
- Hands-on instruction
Course Overview
Identify customer types, set customer expectations and maintain a positive attitude when working with customers.
Course Length: 1 day
Audience: Professionals in a variety of fields who are seeking to develop customer service skills, provide quality customer service and solve customer service problems.
Prerequisites: None
What You're Going To Learn
After completing this course, students will know how to: Distinguish the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations. Develop customer service skills, provide quality customer service, and solve customer service problems. Understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress. Understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages.
Register for an Upcoming Date
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Full Course Outline
1 – CUSTOMER SERVICE FUNDAMENTALS
- Customer service and customers
- Understanding the importance of good service
- Identifying the types of customers
- Customer interaction
- Building rapport with customers
- Communicating with customers
- Customer expectations
- Responding to a customer
- Exceeding customer expectations
2 – CUSTOMER SERVICE SKILLS
- Attitude and attention
- Demonstrating a positive attitude
- Providing extra attention
- Quality of service
- Providing good customer service
- Discussing the steps in service process
- Problem resolution
- Learning from problems
- Resolving problems
3 – CUSTOMER MANAGEMENT
- Dissatisfied customers
- Understanding a dissatisfied customer
- Preventing dissatisfaction
- Handling dissatisfied customers and complaints
- Angry customers
- Handling an angry customer
- Diffusing anger through listening
- Upset customers
- Discussing the basics of serving an upset customer
- Serving an upset customer
- Stress in service situations
- Controlling your emotions
- Reducing stress
4 – CUSTOMER COMMUNICATION
- Communication fundamentals
- Understanding clear communication
- Analyzing communication breakdown
- Interpersonal communication
- Communicating clearly with customers
- Understanding nonverbal and verbal aspects
- Telephone skills
- Providing good service on the telephone
- Understanding telephone etiquette
- E-mail etiquette
- Composing effective e-mail messages
- Using attachments effectively
What to Expect at LeapFox
Knowledgeable Instructors
Our instructors are certified professionals. They are trained on the latest features and how to get the most out of software programs.
Hands-on Labs
No boring lectures! Our courses are designed to give students lots of time to practice what they are learning with hands-on exercises and projects.
Certificate of Completion
Receive a certificate of completion at the end of every course.
Up-to-date Curriculum
Each course comes with a helpful and up-to-date ebook which will contain instruction and practice exercises.
Time Saving Tips N Tricks
In each course, your instructor will show you tips and tricks that will save you time and make you more efficient.
Friendly and Helpful Staff
Our staff is dedicated to your success. Each team member is trained to provide the absolute best customer service possible.
Satisfaction Guarantee
If you aren't 100% satisfied with your experience at LeapFox, simply let us know, and we will make it right.
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