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Business Skills Training Overview
You will explore the background and techniques of customer interactions.
Courses Objecties:
Upon successful completion of this course, students will be able to:
- acquire tools to provide quality customer service and make lasting impressions on customers.
- explore how customers define the success of your company, as well as a customer’s emotional behaviors, and how that sensitivity influences his or her decision making.
- discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
- examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
- identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
- identify the guidelines for dealing with unreasonable and irate customers.
- take action to increase the loyalty of the customers you serve.
- increase sales via customer service.
Prerequisites
There are no prerequisites for this course.
Target Student;
This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.
Hardware Requirements
If you wish to use the overheads provided on the interactive CD-ROM, you will need to set up a computer for yourself. If time allows and you wish to use the business simulations provided on the CD-ROM in the classroom, you will need to set up a computer for each student participating in the class.
- A Pentium® III with 500 MHz (or better), or Macintosh® Intel-based or PowerPC G4 (or better) processor.
- At least 512 MB of RAM.
- A monitor capable of 1024 x 768 screen resolution and 32-bit color display.
Software Requirements
Each computer requires the following software:
- Microsoft® Windows Vista®, Windows® XP (Professional or Home Edition), Windows 2000, Windows 7, or Apple® Mac OS® X 10.4 (or higher).
- Microsoft® Internet Explorer® 7 (or higher), Mozilla® Firefox® 2 (or higher), or Apple® Safari® 2 (or higher), with pop-up blocking turned off.
- Adobe® Flash® Player 8 (current version recommended).
Course duration
1.0 Day(s)
Business Skills Training outline
Lesson 1: The Value of Customer Care
- Topic 1A: Understand Customer Care
- Topic 1B: Customer Care and Motivation
- Topic 1C: Standing Out with Customer Care
Lesson 2: Customers Define Success
- Topic 2A: Trends in Customer Service
- Topic 2B: The Customer Care Equation
Lesson 3: You Make the Difference
- Topic 3A: The Human Touch
- Topic 3B: Applying the Human Touch
Lesson 4: Customer Relationships
- Topic 4A: Face-to-Face Contact
- Topic 4B: Service Face to Face
- Topic 4C: Benefits of Active Listening
- Topic 4D: The Value of Complaints
- Topic 4E: The Service Recovery Process
Lesson 5: Who Is the Customer?
- Topic 5A: Customer Relationship Management
- Topic 5B: Internal Customers
- Topic 5C: Value Chain Management
Lesson 6: Engage Difficult Customers
- Topic 6A: The Unreasonable Customer
- Topic 6B: The Angry Customer
- Topic 6C: The Unhelpful Colleague
Lesson 7: Increasing Customer Loyalty
- Topic 7A: Moments of Truth
- Topic 7B: Analyze Moments of Truth
Lesson 8: Increase Sales via Service
- Topic 8A: Sales Orientation
- Topic 8B: Features and Benefits
- Topic 8C: The Nature of Persuasion
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