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REVITALIZING CUSTOMER SERVICE
Delivery Options: This course
can be delivered in the classroom and is also a self-paced online course:
·
ABA eLearning Self-paced online course (length: 2.5
hours)
Price: $95 members; $130 non-members ENROLL NOW
·
Participant's
Handbook and Trainer's Guide -
Tools for in-house training
Handbook: Catalog #3005034
$47.25 member; $73.50 non-member
Trainer's Guide: Catalog #3005035
$95 member; $135 non-member
Publication
Order Form
Please note: Revitalizing Customer Service is printed on demand as ordered. The
Handbook and Trainer's Guide may not be returned.
eLearning Course Content:
Part 1 - Basic Skills
Revitalizing Customer Service: Basic Skills presents the ten basic
customer service skills that clients expect from any business interaction -
internal and external. This course explores three communications
methods for sharing information with clients, as well as the keys to
effective listening that can have a positive influence on a client.
After completing Part I, students will be able to:
-
Describe the value of basic customer
service skills
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Explain the role of communication in the
delivery of customer service
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Describe how listening enhances customer
service delivery
Part 2 - Handling Difficult Situations
Revitalizing Customer Service: Handling Difficult Situations provides
ways to overcome obstacles that cause stress and can keep employees form
displaying good customer service. This course pinpoints the real
source of a client's anger and helps employees accept the responsibility for
ensuring an angry client feels their banking relationship is respected.
After completing Part II, students will be
able to:
In-house Training Content
Course Description: This
course will have participants use a variety of exercises and group
activities to define basic customer service skills and examine how the use
of those skills adds to the personal and professional productivity levels
of the participants. Participants will be using a worksheet throughout the
day while practicing new skills or enhancing current levels of customer
service. Each section will also give managers an opportunity to see how
these customer service skills can benefit some key areas of managing
employees such as providing constructive feedback, taking corrective action
and coaching.
Learning Objectives:
After completing this course,
students will be able to:
- Identify and define basic
customer service skills.
- Use the basic skills in
current workplace environments.
- Understand how perspectives
impact customer service.
- Isolate personal symptoms
of stress and the possible impact of those symptoms on service levels.
- Connect three areas of
communications and listening to clarify the intended message.
- Apply customer skills to
interactions with angry or difficult customers.
Course Credits: AIB credits - 0.25; ICB: 3.25 CBT, CCSR, CPB
For further information,
please call Elisa Legg at
212-297-1679 or elegg@nyba.com.
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