Transcription of Customer Service Training Manual
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Customer Service Training Manual
Customer Service Training Manual IFTA Staff Training Part One 11th -12th October 2006 2 Customer Service BASICS 3 INTRODUCTION TO Customer Service 3 Customer Service IN THE 21ST CENTURY 3 THE THREE KEY ELEMENTS 3 EXPAND YOUR DEFINITION OF Service 3 WHO ARE YOUR CUSTOMERS? 3 DEVELOP A Customer FRIENDLY APPROACH 4 WHAT Customer Service MEANS 4 Customer Service QUALITIES 5 PROFESSIONAL QUALITIES IN Customer Service 5 GOOD INFORMATION IS OFTEN GOOD Service 6 SIMPLE ACTIONS HUGE RETURNS 7 CONVERSATIONS OVER THE TELEPHONE 8 IT S NOT WHAT YOU SAY, IT S HOW YOU SAY IT 8 TELEPHONE ETIQUETTE 8 ANSWERING THE TELEPHONE 8 TROUBLESHOOTING 9 RESPOND TO YOUR BUSINESS EMAIL QUICKLY!
Most customer service is defined by how a company or organization treats “external customers,” but there is “internal customer service” as well. While this manual mainly addresses “external customers,” expanding your definition of customer service to include co-
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