Customer Service school training courses in Cleveland, OH (public, in-house or online)

This course provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base.

Outline :
Lesson 1: Understanding Customer Service
Describe Customer Service
Identify Customer Expectations
Commit Yourself to Providing Excellent Customer Service


Lesson 2: Focusing on the Customer
Create a Positive First Impress...

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These online training programs include interactive features and downloadable course materials that are powerfully engineered to ease IT, help desk and support professionals’ training experience - making training and certification faster, more convenient and less expensive than traditional training classes. As a Customer Service Representative, you are often the only point of contact for the customer. To him or her - you are the company. This curriculum will help you and your teams make the ...

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The course is designed to focus on what customers really want, building customer loyalty, and becoming a service excellence leader. Insights are drawn from various fields, including management, innovation, information technology, and cross-cultural communications. The service profit chain provides a framework for linking employee engagement with customer satisfaction and retention.

This customer service training class teaches telephone courtesy and service. In this class, students will learn to provide high quality customer service over the telephone by improving their listening and questioning skills to clarify customer needs. Students will learn to create action plans to improve their customer service telephone skills so that they can provide excellent customer service and fulfill their customers’ needs.

Class Goals
•Learn to provide excellent customer...

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Unit 1
Understand Service Matters
Longevity and Loyalty
Cost of a Lost Customer
Engage Your Customer

Unit 2
Listen to Your Customer
Active Listening
Avoid Improper Listening
The Power of Feedback

Unit 3
Web Sites and Electronic Communication
Web-Based Customer Service
Disadvantages of Web-Based Customer Service
Evaluate Your Web-Based Customer Service

Unit 4
Customer Turnoffs
Exceed customer expectations
Recogniz...

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