Module 1: Your Role as a Professional
Identifies characteristics associated with a professional image and examines actions which will improve each person’s professional image.
Module 2:The Essential Communication Skills
Reviews the essential communication skills required for customer service: listening/observing, questioning, verifying, explaining, and assessing behaviors.
Module 3: The Customer Service Transaction
Introduces a step-by-step procedure for conducting a customer service transaction.
- Phase One: Establish a professional relationship.
- Phase Two: Identify how to help the customer.
- Phase Three: Provide the required assistance.
- Phase Four: Complete the transaction and follow up.
Module 4: Dealing With Difficult Customer Situations
Examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.
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