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Excellence in Customer Service Boot Camp

Description

This customer service training course offers the tools and techniques needed to provide excellent customer service support. Having a strong customer service team is important to any organization and it often plays a key role in client satisfaction and the building of a loyal customer base. This hands-on course goes into the fundamentals of customer service and transitions into more specific topics such as communicating via different mediums, and particularly the skills required in communicating remotely.

This is a two-day boot camp.

Prerequisites

New and existing employees seeking to enhance their customer service skills, both in-person or in a telephone or electronic-based role.

Curriculum

I. Understanding Customer Service

  1. Describe Customer Service
  2. Identify Customer Expectations
  3. Commit Yourself to Providing Excellent Customer Service


II. Focusing on the Customer

  1. Create a Positive First Impression
  2. Identify and Help Meet the Customer's Needs
  3. Create a Positive Last Impression


III. Handling Complaints

  1. Make it Easy for Customers to Complain
  2. Resolve the Problem
  3. Cope with Upset and Difficult Customers


IV. Delivering Excellent Customer Service on the Telephone

  1. Answer the Telephone
  2. Project a Positive Image Using Your Voice
  3. Transfer Calls
  4. Take Meaningful Messages


V. Coping With Stress

  1. Describe Stress
  2. Take Preventive Measures
  3. Overcome Stress


VI. Managing the Customer's Initial Contact

  1. Accept a Customer Contact
  2. Address a Customer's Emotional State
  3. Address Your Own Emotional State


VII. Addressing Customer Issues

  1. Assess Customer Issues
  2. Develop Solutions
  3. Negotiate to Reach a Solution


VIII. Closing Communications

  1. Upsell Additional Products
  2. Conclude Customer Contact
  3. Follow Up
  4. Release Stress

What's included?
 

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers  & Onsite Certification Testing- (excluding 1-day Adobe, 1-day MS Office and PMP Boot Camps) 
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Formats

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

Instructor Led (the best training format we offer)
Live Online Classroom – Online Instructor Led
Self-Paced Video

Speak to an Admissions Representative for complete details

By far the most competitve price we found, which included exam vouchers, hands on labs, practice test and a true Master of Cyber Security concepts as our Instructor. Franklin Mesa was the best trainer I have ever had and i walked out certified on the last day of my CompTIA Security+ certification bootcamp. 

Marc Alfonso - CompTIA Security + Student

 

The Academy is one of the best educational values for today's job market.  I studied hard and got certified (A+ and N+).  Even though I had no prior IT experience, I now have a good job replacing obsolete computers in hospitals throughout the country.  At my job interview, I just slid my test scores and certification across the table to the interviewer, who is now my boss.  I was hired the next day.  

Not bad for a 65 year old.

John Arnett- Student 

"I congratulate The Academy for a great facility and good lab computers. The Academy is great and I will definitely be taking more courses and utilizing the services available. Omer Palo is an excellent instructor that truly knows his material. I never felt bored in his class which is a first for me. Thank You."

IT Director, Burger King Corporation

"The instructor Frank Martinez is excellent – he covered so much material in 2 weeks that was unbelievable! He definitely knows what he does and it shows in the way that he conducts each lecture. He is the greatest!"
"Thanks Academy for allowing me to experience the MCSA / MCSE + Security Boot camp."

IT Professional, Florida International University

 

Schedules

Contact Us


THE ACADEMY

1.800.482.3172

FTL: 954.351.7040

MIA: 305.648.2000


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