Description
In Excellence in Service: Communicating with Your Customers, you will learn how to build rapport with your customers, and you will learn how nonverbal communication is interpreted by customers. In addition, you will learn telephone skills, including how to project professionalism and how to provide quality customer service over the telephone. Finally, you will learn how to communicate effectively with your customers through e-mail.
Audience
Employees and managers who are involved with customer service and want to learn how to communicate effectively with customers.
Prerequisites
(Currently no course prerequisite information)
Objective
- Take seven actions to build rapport with your customers.
- Project a positive telephone image by following three guidelines.
- Create a customer friendly voice mail greeting.
- Write easy to read email messages by following four guidelines.
- Provide quality customer service by following a three step process.
Topics Include
Unit 1: Background Information - Identify the importance of communicating effectively with customer.
- Take four actions to improve your listening skills.
- List two factors that cause breakdowns in communication.
- Simulation Overview:
- In this simulation, you will meet with Maggie Roberts, Icon's Vice President of Products and Services. Maggie has a lot of experience in customer service, and she has agreed to meet with you to review the fundamental issues you will deal with when communicating with customers.
Unit 2: Interpersonal Communication - Apply three guidelines to communicate clearly with customers.
- Take seven actions to build rapport with your customers.
- Explain how four forms of nonverbal communication are interpreted by customers.
- Identify how three aspects of your voice affect your customers.
- Simulation Overview:
- In this simulation, you will be working in Icon's Customer Service Department as a new Customer Service Representative. Today, your primary goal is to satisfy the needs of your customer. If you encounter delivery problems, you can offer both ground and air delivery to the customer.
Unit 3: Telephone Skills - Enhance your professionalism by displaying four characteristics.
- Project a positive image by following three guidelines.
- Provide quality customer service by following a three-step process.
- Create a customer-friendly voice mail greeting.
- Leave effective voice mail messages.
- Simulation Overview:
- In this simulation, you want to handle the needs of customers calling the Icon Customer Service Department in the correct manner. In addition to taking calls, you will also need to return calls for customers who have left messages on your voice mail. When doing so, you can access a customer's file by his or her policy number or last name.
Unit 4: E-mail Etiquette - List the benefits of using a subject line when sending e-mail messages.
- Write easy-to-read e-mail messages by following four guidelines.
- Explain the importance of reviewing e-mails before sending them.
- Avoid four pitfalls when sending attachments with e-mail messages.
- Simulation Overview:
- In this simulation, you will meet with Marcus Robinson, Icon's Information Services Manager. Since Marcus spends much of his day writing and responding to e-mails, he has asked to meet with you to discuss e-mail etiquette and test your knowledge of providing appropriate context for various e-mail messages.
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).
The network 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 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
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