ENS eLearning On-Line Curriculum
Customer Service and Customer Needs
This course deals with the importance of customer service and to examine aspects of customer service that do or do not make the grade. It focuses on the importance of recognizing and exceeding customer expectations. Additionally, it demonstrates how believing in the myths of customer service can be to the detriment of your organization as well as the effective use of telephone etiquette. These assessment exercises will provide you with an opportunity to confirm the information learned in the lessons.
Each exercise provides feedback, either at conclusion or throughout the exercise. The exercises are supported by theory and links to additional resources on the Web.
Author
Michelle Savard has a Master's degree in Educational Technology and 10 years experience in Customer Service.
Global Objectives
To provide students with the knowledge required to identify and provide customer service and customer needs.
Target Audience
This course is designed for call centre agents.
Target time
2.5 hours
Topics Include
- The Rationale
- Expectations
- Dispelling the Myths
- Telephone Etiquette
- Evaluation
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