New Horizons Computer Learning Center
410-597-9722

Excellence in Service: Basic

Course Length: 1 Day

Overview:
Learn customer service skills, handling angry customers, building rapport with customers, and exceeding their expectations. Also learn the importance of effective and clear communication on the phone, via email, or in person.

Course Objectives:
Upon successful completion of this course, students will be able to:

• Distinguish the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations
• Develop customer service skills, provide quality customer service, and solve customer service problems
• Understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress
• Understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages

Course Content

Lesson 1: Customer Service Fundamentals

• Customer service and customers
• Customer interaction
• Customer expectations

Lesson 2: Customer Service Skills

• Attitude and attention
• Quality of service
• Problem resolution

Lesson 3: Customer Management

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

Lesson 4: Customer Communication

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

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com