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Fundamentals of Customer Service (One-Day)
Provides an overview of the basics of customer service. It provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

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

• Recognize the importance of delivering excellent customer service so that you can help to build, maintain, and increase your organization’s customer base.
• Focus on the customer so that the individual is motivated to return.
• Handle complaints so that customers are satisfied.
• Deliver excellent customer service on the telephone so that customers have a positive perception about your organization.
• Cope with stress so that you maintain a healthy level of work-related stress.

Lesson 1: Understanding Customer Service

Topic 1A: Describe Customer Service

Topic 1B: Identify Customer Expectations

Topic 1C: Commit Yourself to Providing Excellent Customer Service

Lesson 2: Focusing on the Customer

Topic 2A: Create a Positive First Impression

Topic 2B: Identify and Help Meet the Customer’s Needs

Topic 2C: Create a Positive Last Impression

Lesson 3: Handling Complaints

Topic 3A: Make it Easy for Customers to Complain

Topic 3B: Resolve the Problem

Topic 3C: Cope with Upset and Difficult Customers

Lesson 4: Delivering Excellent Customer Service on the Telephone

Topic 4A: Answer the Telephone

Topic 4B: Project a Positive Image Using Your Voice

Topic 4C: Transfer Calls

Topic 4D: Take Meaningful Messages

Lesson 5: Coping With Stress

Topic 5A: Describe Stress

Topic 5B: Take Preventive Measures

Topic 5C: Overcome Stress

Appendix A: Works Cited

References and Works Cited

Contact us at 804-288-8331 for the soft skills training schedule.

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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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