Course #4960 \; | \; Instructor: Carman
\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.
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Additional Series Courses Include:
\n*Customer Service Foundations (9/12/19\, Course #4958)
\n*Basic Written Skills (9/25/19\, Course #4959)
\n*Basic Telephone Skills (9/26/19\, Course #4961)
\n*Internal Customer Service (10/10/19\, Course #4962)
\n*Handling Upset Customers (10/10/19\, Course #4963)
\nThis 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.
\n\nCourse Goals
\n\nDescribe how face-to-face customer service is different
\n\nProperly greet customers and represent your business
\n\nAnswer questions professionally and thoroughly
\n\nHandle upset customers
\n\nLearning Outcomes
\n\nDescribe how face-to-face customer service is different
\n\nExplain the difference between verbal and non-verbal communication and body language
\n\nExplain effective listening
\n\nDemonstrate how body language affects communication
\n\nDescribe how to greet customers properly
\n\nAnswer questions professionally and thoroughly
\n\nDemonstrate how to respond to tough customer questions when providing customer support
\n\nDescribe the benefits of an upset customer
\n\nExplain the 5 Step Service Recovery Strategy
\n\nExplain things you should and shouldn&rsquo\;t do with an upset customer
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