Replaced by course 44104

Course Code NGE44005

Contents

1. Contents
2. Description
3. Audience
4. Prerequisites
5. Objectives
6. Topics Include
7. Duration
8. Minimum Requirements
9. Media

Screenshot

Description

Excellence in Service: Fundamentals for Employees helps learners develop the skills needed to effectively relate to customers and exceed their expectations. They learn to differentiate between internal and external customers and make sure their customers are completely satisfied.

Audience

Employees who are responsible for providing customer service.

Prerequisites

(Currently no course prerequisite information)

Objective

• Avoid common customer service pitfalls.
• Develop customer service habits that help build rapport.
• Communicate clearly with customers.
• Provide extra service to customers.
• Profit from customer complaints.

Topics Include

Unit 1: Background Information

• Understand the importance of customer service.
• Avoid common customer service pitfalls.
• Differentiate between internal and external customers.
• Fulfill a customer's basic needs.
• Recognize how customers evaluate service.
• Simulation Overview:
• Each of the simulations allows you to practice the skills learned in the instructional content. You will enter realistic scenarios in which you will interact with a variety of individuals. By using the knowledge you have gained, you control the outcome of each simulation.

Unit 2: Serving an External Customer

• Develop customer service habits that help build rapport.
• Determine when the customer is right.
• Communicate clearly with customers.
• Use body language to convey effective customer service.
• Perform important aspects of telephone etiquette.
• Simulation Overview:
• In this simulation, you are a Customer Service Representative. You will meet with the General Manager of one of your newest customers to discuss a service problem. You will discuss this problem and the possibility of expanding service to accommodate the needs of two new branch offices.

Unit 3: Serving Internal Customers

• Learn to exceed customers' expectations.
• Understand the importance of knowing your own product or service.
• Ask your customers appropriate questions.
• Provide extra service to customers.
• Take ownership of a customer's needs.
• Simulation Overview:
• In this simulation, you are the Project Coordinator in charge of making sure the new product is ready for the trade show and distribution. You will meet with three employees who are involved with the release of the new model product.

Unit 4: Serving an Angry Customer

• React appropriately to a customer's problem.
• Profit from customer complaints.
• Maintain your composure when a customer is angry.
• Develop a positive customer service attitude.
• Improve your listening skills.
• Simulation Overview:
• In this simulation, you are a telephone Customer Service Representative. You will address an angry customer who has received a disconnect notice for non-payment on his account. He has called your company regarding the bill on two other occasions and is still not satisfied.

Duration

4

Minimum Requirements

The CDROM version of this course requires:

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).
• At least a double speed CDROM drive.
• An MPC compliant sound card with attached speakers or headphones is recommended (Currently, only the CDROM version supports audio).

• At least a 486DX 33Mhz CPU.
• Microsoft Windows 3.1 or higher and a Microsoft compatible mouse.
• At least 8MB RAM and 22MB available hard disk space or file server space.
• At least VGA graphics capability with a minimum 512K video RAM (1MB video RAM recommended).

Media