Fundamentals of Customer Service



Understanding Customer Service

Identifying Customer Expectations

Commit Yourself to Providing Excellent Customer Service


Focusing on the Customer

Create a Customer’s First Impression

Identify and Help Meet the Customer’s Needs

Say “Thank You”

Invite Your Customers Back

Follow Up with Your Customers


Handling Complaints

Make it Easy for Customers to Complain

Five Forbidden Phrases

Service Recovery

Resolve the Problem

The Apology, The Problem, The Cause

Solution Alternatives

Cope with Upset and Difficult Customers

Reasons Customers Get Upset

Guidelines for Dealing with Difficult Customers


Delivering Excellent Customer Service on the Telephone

Answer the Telephone

Telephone Etiquette

Three Rings


Project a Positive Image Using Your Voice

Voice Quality

Volume and Pitch

Rate of Speed

Transfer Calls

Take Meaningful Messages


Coping with Stress

Sources of Stress

Take Preventative Measure

Techniques for Overcoming Stress


Computer Training of America, Inc.

Telephone: (413) 283-7740

Toll Free: (877) 283-7740

Fax: (413) 283-7730

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