Excellence In Service Training: Basic through Advanced

Module 1: Customer service fundamentals

• Customer service and customers
• Customer interaction
• Customer expectations

Module 2: Customer service skills

• Attitude and attention
• Quality of service
• Problem resolution

Module 3: Customer management

• Dissatisfied customers
• Angry customers
• Upset customers
• Stress in service situations

Module 4: Customer communication

• Communication fundamentals
• Interpersonal communication
• Telephone skills
• E-mail etiquette

Module 5: Service standards

• Fundamentals of service standards
• Monitoring service standards
• Management and service standards

Module 6: Service teams

• Teams as a service solution
• Employee selection
• Team training and empowerment
• Motivation

Module 7: Customer loyalty

• Understanding your customers
• Customer loyalty development
• Employee loyal's influence
• Memorable service