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Customer Service Excellence - Basic - Level 1 & 2 (CSB12) (CSB12-eng-ka)


Description
This course provides the basic knowledge for every SMSA Employee on how to provide an excellent Customer Service & company related Customer Service information.

It will cover topics such as SMSA Customer Service Charter, Service Excellence Handbook, Customer Segmentation, Policies for Customer Complaints, and Customer Service Centric topics such as defining customer service, WIPE Service Cycle, What Customers want, Pro-active vs. Reactive Service, etc.
Content
  • PPT
  • Customer Service Excellence - Basic - Level 1
  • Customer Service Excellence - Basic - Level 2
  • VIDEOS
  • The Service Mindset - 3 Excellents
  • Business Transaction Ladder - Part 1
  • Business Transaction Ladder - Part 2
  • Business Transaction Ladder - Part 3
  • Business Transaction Ladder - Part 4
  • Four Interaction Styles - Part 1
  • Four Interaction Styles - Part 2
  • Managing Customer Expectations
  • REFERENCE MATERIALS
  • Customer Service Excellence - Basic - Level 1 & 2 (CSB12) Handout
  • 24 Customer Types and How to Deal with Them
  • Exercises
  • Highlights on the wall
  • 24 Customer Types Activity - Answer Sheet
  • Dealing with Customer Complaints
  • Effective Communication
  • Opening-Closing Spiel
  • Pro-Active-Reactive
  • Service Quality Grid
  • TRAINING EVALUATION
  • Training Evaluation - Customer Service Excellence - Basic - Level 1 & 2
  • EXAM
  • Customer Service Excellence - Basic - Level 1 & 2 Exam
Completion rules
  • You must complete the test "Customer Service Excellence - Basic - Level 1 & 2 Exam"
  • Leads to a certificate with a duration: 2 years
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