Course Overview
Whether your communication is with customers over the telephone, in person or by email, this workshop is for you (or your staff). This workshop will enhance all facets of customer service skills that will ensure customer loyalty.
Prerequisite(s)
- No prerequisites are required for this course.
Credits
0.0
- Not offered this term
- This course is not offered this term. Notify me to receive email notifications when the course opens for registration next term.
Learning Outcomes
- Upon completion of this course participants should be able to:
- Develop specific customer service skills for working in a business environment.
- Identify practices that lead to improved customer satisfaction.
- Elicit and clarify the customer's needs.
- Use problem-solving techniques and creative-thinking skills to find solutions.
- Demonstrate methods to handle difficult situations.
- Explain the importance of follow-up and use methods to ensure follow-up occurs.
- Describe ways to build and maintain relationships with customers.
- List the common barriers faced in telephone conversations.
- List the essential elements of active listening.
- Recognize different personality types of customers and adjust your style accordingly.
- Apply active "Listening" in Writing.
- Write appropriate E-Mail responses.
Effective as of Spring/Summer 2011
Programs and courses are subject to change without notice. Find out more about BCIT course cancellations.