Customer Service

Section one:

_ What Is Customer Service?

_ Developing a Customer-Centric Mindset

_ Who Are Your Customers?

_ Internal Customers

_ External Customers

_ When & Where Does Customer Service Take Place?

_ The Need For Customer Service

_ Rewards

 Penalties

_ What Does Customer Service Mean To You?

_ Unpleasant Experiences

_ Satisfying Experiences

_ Developing a Customer Friendly Attitude

_ Evaluation

_ Excitement is Contagious

Section two:

Internet Customer Skills

_ The Internet Customer

_ E-Mail

_ E-mail Communication Guidelines

_ Online Chat

_ Internet Customer Skills

_ Scripted Responses

_ Introduction

_ Placing a Chat on Hold

_ Closing a Chat session

_ Websites

_ Knowledge base

_ FAQ

_ Auto responder

_ Customer Online Support

Section three:

Time Management Strategies

_ Time Management

_ Taking Control of Your Time

_ Time Analysis: Task Identification

_ Task Analysis

_ Personal Suitability

_ Efficiency

_ Task Analysis

_ Task Prioritization

_ Relative Importance

_ Time-frame

_ Time Wasters

Section four:

Stress Management Strategies

_ Stress Management

_ What is Stress?

_ What Causes Stress?

_ Stress Symptoms

_ What Can Be Done To Manage Or Even Eliminate Stress?

_ Do Something That You Love

_ Don’t Feel Responsible To Solve Every Situation

_ Have A Hobby

_ Rest, Take That Vacation

_ Exercise

_ Be Organized

_ We All Make Mistakes

Section five:

Telephone Customer Service

_ Mastering The Telephone

_ Answering The Telephone

_ A Professional Greeting

_ Active Listening

_ Putting Callers On Hold

_ Recommendations

_ Transferring A Call

_ Taking A Message

_ Voice Mail

_ Closing The Call