Customer Service Via Phone and Email

Business Skills Training Overview

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.

Courses Objecties:

You will practice skills and apply principles for providing customer service remotely, via telephone and the web.
Prerequisites

Written communication and typing skills; familiarity with telephone, email, and web-based communication tools.


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.


Hardware Requirements

  • Pentium 90 MHz or higher processor, or Macintosh PowerPC.
  • Screen resolution of 800 x 600 set to 256 colors.
Software Requirements

  • Windows® 95, 98, 2000, ME, NT 4.0, XP Home Edition, or XP Professional.
  • Microsoft Internet Explorer 5.0x, 5.5, 6.0; or Netscape Navigator (excluding 6.0 and 6.1).
  • Adobe Acrobat Reader 6.0 or higher; Apple QuickTime 5.0 or higher; Macromedia Flash Player 6.0.79 or higher; or Macromedia Shockwave 7.0.2, 8.0, 8.5, 8.5.1 or higher.
  • Turn off pop-up blocking. (Windows XP with Service Pack 2 Internet Explorer users only.)
Delivery Method:

Instructor led, group-paced, classroom-delivery learning model with structured hands-on activities.


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.
Course duration

1 Day


Business Skills Training outline

Lesson 1: Managing the Customer's Initial Contact
  • Topic 1A: Accept a Customer Contact
  • Topic 1B: Address a Customer's Emotional State
  • Topic 1C: Address Your Own Emotional State
Lesson 2: Addressing Customer Issues
  • Topic 2A: Assess Customer Issues
  • Topic 2B: Develop Solutions
  • Topic 2C: Negotiate to Reach a Solution
Lesson 3: Closing Communications
  • Topic 3A: Upsell Additional Products
  • Topic 3B: Conclude Customer Contact
  • Topic 3C: Follow Up
  • Topic 3D: Release Stress

Wintrac Inc.
16523 SW McGwire Ct.
Beaverton OR 97007
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