Customer Service, SC823
About this Course:
"Customer Service is an attitude, not a department."
Every person in an organization has an impact on the delivery of exceptional customer service. Positive interaction with a customer can create loyal, life-long customers. Negative experiences can cause disastrous results for organizations. Learn the critical skills necessary to communicate effectively with customers, and provide a positive experience.
Expected Outcomes:
Participants will:
- Identify the impact of positive and negative customer service to an organization
- Practice effective communication skills that will improve customer service relationships
- Recognize different communication styles and learn to adjust styles to meet the needs of others
- Develop strategies to manage difficult situations and emotions
- Improve effectiveness of written and phone communication
Course Outline:
Topics to be covered include:
Defining Customer Service
Impact of Customer Service to an organization
Communication Skills:
- V3 Communication: Verbal, Vocal, and Visual
- Listening Skills
- The Art of Asking Questions
- Giving and Receiving Instructions
- Working through emotions
- Email Communication
- Phone Etiquette
- DiSC® Assessment
- Understanding different styles
- Adjusting styles to meet the needs of others
- Discuss strategies to manage difficult customer situations
As an International Association for Continuing Education and Training (IACET) Authorized Provider, the Professional Learning Programs department of the IIT School of Applied Technology (SAT) offers CEUs for its programs that qualify under the ANSI/IACET Standard.