|
| 01. Welcome | ||
|---|---|---|
| Course Guide | ||
| Introduction | ||
| Practice | ||
| Self Assessment | ||
| 02. What is Customer Service? | ||
|---|---|---|
| Introduction | ||
| Why it's Important | ||
| Customer Expectations | ||
| The Customer Journey | ||
| 03. First Impressions | ||
|---|---|---|
| Overview | ||
| Personal Presentation | ||
| Grooming | ||
| In the Spotlight | ||
| With Your Coach | ||
| 04. Our Part | ||
|---|---|---|
| Overview | ||
| Development & Training | ||
| Feedback | ||
| 05. Your Part | ||
|---|---|---|
| Overview | ||
| Choosing Your Attitude | ||
| Being Interested | ||
| Applying Yourself | ||
| Body Language | ||
| Energy | ||
| With Your Coach | ||
| 06. Engaging With Customers | ||
|---|---|---|
| Overview | ||
| Appropriate Greetings | ||
| Smiling | ||
| Staying Visibile & Available | ||
| 07. Customer Signals | ||
|---|---|---|
| Overview | ||
| Signals From Customers | ||
| 08. Reasons for Visiting | ||
|---|---|---|
| Overview | ||
| Transitioning Questions | ||
| Taking Them to the Product | ||
| With Your Coach | ||
| 09. Communicating | ||
|---|---|---|
| Overview | ||
| Show You're Listening | ||
| Understanding | ||
| Communication Don'ts | ||
| Being Effective | ||
| 10. Being Professional | ||
|---|---|---|
| Overview | ||
| Offering Solutions | ||
| Being Polite | ||
| Being Friendly | ||
| Being Enthusiastic | ||
| Being Helpful | ||
| If you Don't Know the Answer | ||
| 11. What Upsets Customers | ||
|---|---|---|
| Overview | ||
| Ignoring Customers | ||
| No Eye Contact | ||
| Making Phone Calls | ||
| Talking to Team Members | ||
| Being Rude | ||
| Under-Utilised Team Members | ||
| 12. Resolving Complaints | ||
|---|---|---|
| Overview | ||
| Are Customers Always Right? | ||
| Resolving the Issue | ||
| 4 Step Process | ||
| With Your Coach | ||
| 13. Answering the Phone | ||
|---|---|---|
| Overview | ||
| What to Say | ||
| Forbidden Phrases | ||
| Alternative Phrases | ||
| Taking Messages | ||
| 14. Processing the Sale | ||
|---|---|---|
| Overview | ||
| Eye Contact | ||
| Chatting With Your Customer | ||
| Efficiency | ||
| Adding Value | ||
| Queues | ||
| Escalating Issues | ||
| 15. Farewelling Customers | ||
|---|---|---|
| Overview | ||
| Saying Thank You | ||
| With Your Coach | ||
| Congratulations | ||
| 16. Final Quiz | ||
|---|---|---|
| Quiz | ||
| Getting Started | ||
|---|---|---|
| Welcome | ||
| What is Customer Service? | ||
| First Impressions | ||
| What it Takes | ||
|---|---|---|
| Our Part | ||
| Your Part | ||
| Experiences | ||
|---|---|---|
| Being Professional | ||
| What Upsets Customers | ||
| Resolving Complaints | ||
| The Last Impression | ||
|---|---|---|
| Answering the Phone | ||
| Processing the Sale | ||
| Farewelling Customers | ||
| Final Quiz | ||