Customer Service via phone and e-mail

Course Code: CusServPhEm
Duration: 1 Day 

You will practice skills and apply principles for providing customer service remotely, via telephone and the web.

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Course Content
Lesson 1: Managing the Customer's Initial Contact
   Topic 1A: Accept a Customer Contact
   Topic 1B: Address a Customer's Emotional State
   Topic 1C: Address Your Own Emotional State

Lesson 2: Addressing Customer Issues
   Topic 2A: Assess Customer Issues
   Topic 2B: Develop Solutions
   Topic 2C: Negotiate to Reach a Solution

Lesson 3: Closing Communications
   Topic 3A: Upsell Additional Products
   Topic 3B: Conclude Customer Contact
   Topic 3C: Follow Up
   Topic 3D: Release Stress

Target Student

Contact Information


Durbanville, Cape Town

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021 065 0347

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