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Trainingwarehouse > Courseware > Soft Skills Series > Customer Relations > Customer Service Skills

Customer Service Skills Student Manual Ref: OCMCSS Days of training: 1 Prerequisites: None. Defining Customer Service What is Customer Service? Who is the Customer? Developing a Customer Service Strategy How Sharp Are Your Customer Service Skills? Knowing What Your Customer Really Wants Developing Customer Service Skills Attitude is the Key to Success Understanding Customer Logic Theory Good Customer Service Habits Ineffective Customer Service Habits Using Effective Body Language Understanding Body Language Basics Building Rapport using Eye Contact Understanding Facial Expressions Using Hand Gestures Having Good Posture Using Your Voice Effectively Aspects of a Good Voice Identification of Common Voice Problems Practice Techniques for Improving Voice Quality Listening Skills Are You a Good Listener? Learning Effective Listening Skills Five Facts About Listening What Did I just Hear? Ten Ways to Improve Listening Learning Telephone Skills Understanding Telephone Etiquette Ending a Call Building Blocks of Customer Service Understanding the BuildingBlocks Taking Oqnership Listening and Taking Notes Utilizing Questioning Techniques Restating the Solution and Gaining Customer Agreement Follow-up Working with Challenging Customers Challenging Customers Customer Types Dealing with the Feelings, first Managing a Challenging Customer The Rewards of Good Service Managing Stress Understanding Stress Evaluating Individual Stress Factors The Science of Stree Ways to Alleviate Stress Relieving Stress with Relaxation Techniques Resource Materials Web Sites Customer Service Skills Student Manual Price: (4 or fewer items) £16.00 Price: (5 to 19 items) £14.40 Price: (20 to 49 items) £12.80 Price: (50 or more items) £11.20		Quantity:

Customer Service Skills Instructor Manual Ref: OCICSS Price: £16.00		Quantity:

Trainingwarehouse > Courseware > Soft Skills Series > Customer Relations > Customer Service Skills