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Customer Service Courses

 

AWC Continuing Education Division offers a wide range of customer service courses for business clients looking to empower their employees with a review of various skills and strategies.  Employees that wish to increase their confidence level as well as knowledge base for career advancement are welcome to attend these courses.

Exceptional Customer Service through Effective Communication, Part 1 & 2

Part 1: Discover fundamental skills necessary to offer exceptional customer service.
  • Identify, recognize and acknowledge your customers
  • Demonstrate active listening skills
  • Describe the importance of verbal and non-verbal communication
  • Explore strategies to reduce conflict and miscommunication
  • Target key points for customer satisfaction
Part 2 Discuss the following effects on customer service:
  • 7 Deadly sins
  • Moments of truth
  • Personal customer service style
  • Exceed the customers’ expectations
  • Impacts of email and worldwide web
  • E-mail and telephone etiquette
  • How to Deal with Difficult Customers
This training will minimize the anxiety and frustration customer service representatives experience when dealing with problematic customers. Employees within your organization will benefit greatly by learning how to tactfully address service issues and conflict resolution.

Internal Customer Service

What is your attitude toward complaints? Teach your employees to respect internal customers as if they were paying clients. By asking questions, listening and keeping their word, your employees can create a positive and productive work environment, which will inevitably reflect on your external customers.

Telephone Skills

Participants will:
  • List several ways to prepare for a caller
  • Describe the three elements of a greeting
  • Describe the best method for placing a customer on hold
  • List examples of “listening noises”
  • State and explain the four elements of a responsive approach to meeting a customer’s needs
 
Email Etiquette
  • Learn proper e-mail etiquette
  • Avoid top 12 e-mail mistakes
  • Discover the importance of e-mail etiquette
  • Get tips to be concise and professional
  • Use proper spelling, grammar, manners and tone
  • Learn rules for attachments
Email and Telephone Etiquette
  • Learn proper e-mail & telephone etiquette
  • List several ways to prepare for a caller
  • Avoid top 12 e-mail mistakes
  • Get helpful hints on how to create a good first impression
  • Describe the three elements of a greeting
  • Discover the importance of e-mail etiquette
  • Get tips to be concise and professional
  • Describe the best method for placing a customer on hold
  • Use proper spelling, grammar, manners and tone
  • Learn rules for attachments

Time Management

Learn the latest time management techniques that will raise your efficiency level on and off the job. Get yourself organized. Control things instead of letting them control you. Tackle tasks in order of importance. These techniques and dozens of others will show you how to make better use of your time.

Contact us continuinged@azwestern.edu for more information.

 

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