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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! 10 SO WHAT IS PROMPT ANSWERING YOUR BUSINESS EMAIL?

The professional qualities of customer service to be emphasized always relate to what the customer wants. After years of polling and market research, it turns out customers are constantly internalizing their customer service experience. What this means is they are grading your customer service during each transaction but you rarely know it.

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