Customer Service Via Phone and Email

Overview

TCCIT Solutions provides high quality, affordably priced, training classes in Customer Service Via Phone and Email. With experienced instructors and a convenient midtown NYC location, we offer Customer Service Via Phone and Email courses for the corporate community. TCCIT Solutions offers group classes and private tutoring to beginner and more advanced corporate clients in Customer Service Via Phone and Email. We offer onsite training or classes at our facility on 34th Street and Madison in New York City.

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

Target Student: New employees in a telephone or electronic-based customer service role in any industry, or current employees in this role in need of developing these skills.

Performance-Based Objectives

Upon successful completion of this course, students will be able to:

Manage the customer's initial contact
Address the customer's issues
Close communications with the customer once all issues have been resolved

Prerequisites:

Students should have a basic understanding of Windows, including how to use files and folders.

Related Classes:

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

For more information about Corporate Training, please either call us at your convenience at 212-684-5151 or email us at info@TCCITSolutions.com.

You can always view our Complete Course List and our Complete Schedule.

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