Customer Service Excellence 4/22/19
The Customer Service course will help you discover why improving your service to consumers is a career investment. Learn how to provide service that meets the needs and expectations of every consumer. Training topics include: recognize the importance of customer service; understand the communication process; recognize the value of face-to-face interactions; describe how to effectively use the telephone to communicate; identify techniques for interacting with diverse customers; identify techniques for handling challenging situations; explain the role of technology in customer service; describe the importance of effectively working with internal customers.
Textbook chapter topics include:
- The Importance of Customer Service
- The Communications Process
- Telephone Interactions
- Interacting with Diverse Customers
- Handling Challenging Situations
- The Role of Technology in Customer Service
- Working with Internal Customers
Audience: Bank or Credit Union employees who have direct or indirect contact with consumers.