In this course, we will learn how to focus on the customer, customer service on the telephone, addressing customer complaints, and enduring stress.
First, we will understand customer service, outline customer expectations, and talk about committing yourself to providing excellent service.
Next, we will learn how to focus on the customer by making a positive first impression, identifying the help that’s needed to meet the customer’s needs, and how to create a positive, lasting impression.
Then, we will review customer service over the phone by addressing how to answer the phone, project your voice, and transfer calls. You will also learn effective ways to take meaningful messages.
We will then explore handling complaints by reviewing how to make it easy for customers to voice their concerns, how to resolve their problems, and how to cope with customers when they become upset or difficult.
Lastly, we will understand how to endure stress in the workplace by describing what stress is, how to take preventative measures, and how to overcome it.