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Upon completion of the course, students will be able to:
1. Identify and apply the basics of quality customer service
2. Apply proper telephone techniques
3. Identify customer needs
4. List reasons for poor service
5. Discuss the customer's perception
6. Develop a retention plan
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1. Quality customer service
a. Everyone's responsibility
b. Importance of the telephone in your organization
c. Proper telephone techniques
2. Understanding customer needs
a. What your customer wants
b. Attitude is your key
c. Quality customer service defined
3. Managing the customer's perception
a. Case study and exercise
b. Action plan for better service
4. Developing superior customer service programs
5. Customer retention
a. Developing customer retention programs
b. Retention through customer service marketing
c. Retention through recovery
d. Retention through training
e. Retention through rapport and effective communication
f. Ways to keep your customers
Writing: Assessment tools that demonstrate writing skill and/or require students to select, organize and explain ideas in writing. | Writing 10 - 45% |
Written homework | |
Problem solving: Assessment tools, other than exams, that demonstrate competence in computational or non-computational problem solving skills. | Problem Solving 20 - 40% |
Homework problems, Quizzes, Exams, Analyzing case studies, discussion topics, eval. | |
Skill Demonstrations: All skill-based and physical demonstrations used for assessment purposes including skill performance exams. | Skill Demonstrations 0 - 0% |
None | |
Exams: All forms of formal testing, other than skill performance exams. | Exams 15 - 30% |
Multiple choice, True/false | |
Other: Includes any assessment tools that do not logically fit into the above categories. | Other Category 15 - 30% |
Self-evaluation reports | |
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Beyond Customer Service, Gerson, Crisp Publication, 1998. (classic)