Excellence in Service-Basic
Management and Soft Skills
Time:
1 Day
VILT
£270.00
Download our Course Content PDF
DOWNLOAD NOWWhat you’ll Learn
- Develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems.
- Finally, students learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.
Description
Requirements
There are no prerequisites for this course.
Modules in this Course
- Topic 1A: Customer Service and Customers: Customer Types and the Importance of Customer Service
- Topic 1B: Customer Interaction: Building Rapport
- Topic 1C: Customer Expectations: Respond & Exceed the Expectation
- Topic 2A: Positive Attitude and Extra Attention
- Topic 2B: Quality of Service
- Topic 2C: Problem Resolution
- Topic 3A: Dissatisfied Customers
- Topic 3B: Angry Customers Topic 3C: Telephone Skills: High Quality Service
- Topic 3D: Stress in Service Situations
- Topic 4A: Communication Fundamentals
- Topic 4B: Interpersonal Communication
- Topic 4C: Telephone skills
- Topic 4D: E-mail Etiquette: Effective and Eloquent E-mail Communication
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