BEGIN:VCALENDAR
VERSION:2.0
PRODID:-//ChamberMaster//Event Calendar 2.0//EN
METHOD:PUBLISH
X-PUBLISHED-TTL:P3D
REFRESH-INTERVAL:P3D
CALSCALE:GREGORIAN
BEGIN:VEVENT
DTSTART:20190926T180000Z
DTEND:20190926T210000Z
X-MICROSOFT-CDO-ALLDAYEVENT:FALSE
SUMMARY:Customer Service: Basic Telephone Skills
DESCRIPTION:Course #4961 | Instructor: Carman\n\n\n\n*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.\n\n \n\n\n\nAdditional Series Courses Include:\n\n\n\n*Customer Service Foundations (9/12/19\, Course #4958)\n\n\n\n*Basic Written Skills (9/25/19\, Course #4959)\n\n\n\n*Face-to-Face Skills (9/26/19\, Course #4960)\n\n\n\n*Internal Customer Service (10/10/19\, Course #4962)\n\n\n\n*Handling Upset Customers (10/10/19\, Course #4963)\n\n\n\nThis course provides guidelines and best practices enabling participants to work over the phone with customers\, and present an image that reflects confidence\, credibility\, and capability.\n\n\n\nCourse Goals\n\nDescribe how communicating over the phone is different than face to face\n\nGreet\, transfer and place a caller on hold properly\n\nAnswer questions professionally and thoroughly\n\nHandle upset customers\n\n\n\nLearning Outcomes\n\nDefine effective communication\n\nExplain how communication is different over the telephone\n\nExplain effective listening\n\nDemonstrate how words and tone of voice impact customer service over the telephone\n\nAnswer questions professionally and thoroughly\n\nDemonstrate how to respond to tough customer questions when providing customer support\n\nDemonstrate the proper way to transfer a caller\n\nDemonstrate how to take a proper message\n\nExplain when it is appropriate and how to put a call on hold\n\nDescribe the benefits of an upset customer\n\nExplain the 5 Step Service Recovery Strategy\n\nExplain things you should and shouldn't do with an upset customer
X-ALT-DESC;FMTTYPE=text/html:\n
Course #4961 \; | \; Instructor: Carman
\n
\n
*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.
\n \;
\n
\n
Additional Series Courses Include:
\n
\n
*Customer Service Foundations (9/12/19\, Course #4958)
\n
\n
*Basic Written Skills (9/25/19\, Course #4959)
\n
\n
*Face-to-Face Skills (9/26/19\, Course #4960)
\n
\n
*Internal Customer Service (10/10/19\, Course #4962)
\n
\n
*Handling Upset Customers (10/10/19\, Course #4963)
\n
\n
This course provides guidelines and best practices enabling participants to work over the phone with customers\, and present an image that reflects confidence\, credibility\, and capability.
\n
\nCourse Goals
\nDescribe how communicating over the phone is different than face to face
\nGreet\, transfer and place a caller on hold properly
\nAnswer questions professionally and thoroughly
\nHandle upset customers
\n
\nLearning Outcomes
\nDefine effective communication
\nExplain how communication is different over the telephone
\nExplain effective listening
\nDemonstrate how words and tone of voice impact customer service over the telephone
\nAnswer questions professionally and thoroughly
\nDemonstrate how to respond to tough customer questions when providing customer support
\nDemonstrate the proper way to transfer a caller
\nDemonstrate how to take a proper message
\nExplain when it is appropriate and how to put a call on hold
\nDescribe the benefits of an upset customer
\nExplain the 5 Step Service Recovery Strategy
\nExplain things you should and shouldn&rsquo\;t do with an upset customer
\n