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 Greeting 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		Web Site: www.computertrainingofamerica.com