Excellence in Service: Basic

Course ID

105500

Course Description

This ILT Series course teaches students the basics of customer service. Students will learn how to 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. The manual is designed for quick scanning in the classroom and filled with interactive exercises that help ensure student success.

Prerequisites

None

Audience

Business Professionals

Course Content

    Customer service fundamentals
  • Customer service and customers
  • Customer interaction
  • Customer expectations

    Customer service skills
  • Attitude and attention
  • Quality of service
  • Problem resolution

    Customer management
  • Dissatisfied customers
  • Angry customers
  • Upset customers
  • Stress in service situations

    Customer communication
  • Communication fundamentals
  • Interpersonal communication
  • Telephone skills
  • E-mail etiquette

For More Information

For training inquiries, call 850-308-1376

or email us at eramos@gbsi.com

Course Details

Duration - 1 day
Price - $250.00 USD


(Discounts may apply. Call for more information.)

Course Actions

Schedule

Acceletrain Collaborative Learning Environment (formerly know as VILT) places industry certified and expert instructors, peers, learners and multi-media components into a "borderless classroom", and interactive learning environment that can span multiple physical locations. VILT combines the benefits of the traditional brick-and-mortar classroom with innovative learning techniques and the cost savings of internet-based training.