New Horizons Computer Learning Center
410-597-9722

Fundamentals of Customer Service

Course Length: 1 Day

Overview:
Fundamentals of Customer Service provides an overview of the basics of customer service. It 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.

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

• Recognize the importance of delivering excellent customer service so that you can help to build, maintain, and increase your organization's customer base
• Focus on the customer so that the individual is motivated to return
• Handle complaints so that customers are satisfied
• Deliver excellent customer service on the telephone so that customers have a positive perception about your organization
• Cope with stress so that you maintain a healthy level of work-related stress

Course Content

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 Impression
• Identify and Help Meet the Customer's Needs
• Create a Positive Last Impression

Lesson 3: Handling Complaints

• Make it Easy for Customers to Complain
• Resolve the Problem
• Cope with Upset and Difficult Customers

Lesson 4: Delivering Excellent Customer Service on the Telephone

• Answer the Telephone
• Project a Positive Image Using Your Voice
• Transfer Calls
• Take Meaningful Messages

Lesson 5: Coping With Stress

• Describe Stress
• Take Preventive Measures
• Overcome Stress

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