Customer Service Via Phone and E-mail Outline - Commonwealth Computer Training

Return to Soft Skills

Customer Service Via Phone and E-mail (One-Day)
You need to respond to customer service queries via a remote system such as email or the telephone. In order to do this effectively, you need to develop skills that will help you interact with customers in a positive and professional manner. In this course, you will learn important principles and skills you can utilize as a remote customer service representative.

Upon successful completion of this course, students will be able to:

Manage the customer's initial contact.
Address the customer's issues.
Close communications with the customer once all issues have been resolved.

Lesson 1: Managing the Customer's Initial Contact

Topic 1A: Accept a Customer Contact

Topic 1B: Address a Customer's Emotional State

Topic 1C: Address Your Own Emotional State

Lesson 2: Addressing Customer Issues

Topic 2A: Assess Customer Issues

Topic 2B: Develop Solutions

Topic 2C: Negotiate to Reach a Solution

Lesson 3: Closing Communications

Topic 3A: Upsell Additional Products

Topic 3B: Conclude Customer Contact

Topic 3C: Follow Up

Topic 3D: Release Stress

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Commonwealth Computer Training
A Division of Commonwealth Personnel Consultants, Inc.
Forest Plaza II Building, 7275 Glen Forest Drive, Suite 200
Richmond, VA 23226
Phone: 804.288.8331
Fax: 804.288.4831
info@commonwealthcomputertraining.com

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