Course Description
You need to
respond to customer service queries via a remote system such as email or the
telephone. In order to do this effectively, you need to develop skills that will
help you interact with customers in a positive and professional manner. In this
course, you will learn important principles and skills you can utilize as a
remote customer service representative.
Course Objective:
You will practice skills and apply principles for providing customer service
remotely, via telephone and the web.
Target Student: New
employees in a telephone or electronic-based customer service role in any
industry, or current employees in this role in need of developing these
skills.
Prerequisites: Written communication and typing skills; familiarity
with telephone, email, and web-based communication
tools.
Performance-Based Objectives
Upon successful
completion of this course, students will be able to:
•Manage the customer's
initial contact.
•Address the customer's issues.
•Close communications
with the customer once all issues have been resolved.