Customer Service: Face-to-Face Skills

Course #4960  |  Instructor: Carman

*Individuals who register for all Customer Service Series courses will receive a reduced tuition of $499 for all six classes. Additionally, those who attend all six courses will receive a Customer Service Certificate, issued by North Iowa Area Community College's Continuing Education Department.
 

Additional Series Courses Include:

*Customer Service Foundations (9/12/19, Course #4958)

*Basic Written Skills (9/25/19, Course #4959)

*Basic Telephone Skills (9/26/19, Course #4961)

*Internal Customer Service (10/10/19, Course #4962)

*Handling Upset Customers (10/10/19, Course #4963)

This course provides guidelines and best practices enabling participants to work face to face with customers, and present an image that reflects confidence, credibility, and capability.

Course Goals

Describe how face-to-face customer service is different

Properly greet customers and represent your business

Answer questions professionally and thoroughly

Handle upset customers

Learning Outcomes

Describe how face-to-face customer service is different

Explain the difference between verbal and non-verbal communication and body language

Explain effective listening

Demonstrate how body language affects communication

Describe how to greet customers properly

Answer questions professionally and thoroughly

Demonstrate how to respond to tough customer questions when providing customer support

Describe the benefits of an upset customer

Explain the 5 Step Service Recovery Strategy

Explain things you should and shouldn’t do with an upset customer