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Excellence in Service

Basic | Advance


Excellence in Service Basic


The course focuses on:

To be completed


Who should attend this course?

To be completed


Duration: 1 Day



Unit 1: Customer service fundamentals
Topic A: Customer service and customers
Topic B: Customer interaction
Topic C: Customer expectations

Unit 2: Customer service skills
Topic A: Attitude and attention
Topic B: Quality of service
Topic C: Problem resolution

Unit 3: Customer management
Topic A: Dissatisfied customers
Topic B: Angry customers
Topic C: Upset customers
Topic D: Stress in service situations

Unit 4: Customer communication
Topic A: Communication fundamentals
Topic B: Interpersonal communication
Topic C: Telephone skills
Topic D: E-mail etiquette

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