ENS eLearning On-Line Curriculum
Customer Service Checklist
This course provides you with a quick review of the concepts covered in the Customer Service Curriculum:
- the myth and reality of customer service
- the key points of telephone etiquette
- exercise reviewing the performance of a customer service agent
- the steps of call handling
- the use of tone of voice in call handling
- an exercise assessing a help desk agent's call handling performance
- the six steps to solving customers' problems
- the ways to build cooperation
- an exercise reviewing an agent's performance
- assessment exercises to provide you with an opportunity to confirm the information learned in this course
Each exercise provides feedback, either at conclusion or throughout the exercise. The exercises are supported by theory and links to additional resources on the Web.
Author
Michelle Savard has a Master's degree in Educational Technology and 10 years experience in Customer Service.
Global Objectives
To provide students with a quick review of the concepts covered in the Customer Service Curriculum.
Target Audience
This course is designed for call centre agents.
Target time
1.5 hours
Topics Include
- Customer Service and Customer Needs Checklist
- The Power of Excellent Communication Skills Checklist
- Handling Complaints, Problems and Conflicts Checklist
- Assessment
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