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UNIT |
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LESSONS |
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LEARNING FOCUS |
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You must be prepared to go the extra mile. |
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Introduction to customer service. |
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Understanding the difference between good and bad customer service. |
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Always be honest with your customers. |
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Essential skills when making or receiving telephone calls. |
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The importance of each of the three P's: positive, personal and perceptive. |
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Dealing with Mr. Angry |
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Placating an angry customer |
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This unit deals with placating angry customers with correct and apologetic language. |
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Do not ignore your customers. |
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The need for a quick response |
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Responding to customers in a timely manner is important. If you can't answer the question immediately, give the customer a time frame for your reply, and stick to it! |
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The staff know the products inside out. |
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Improving inbound telephone techniques |
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The importance of good telephone techniques includes ensuring all staff have a comprehensive knowledge of the products. |
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Word of mouth goes a long way. |
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Customer service questionnaires |
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In order to improve customer service, you should find out what the customer wants. We do this using questionnaires. This unit tells you the sort of questions you should ask. |
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What are FAQ's? |
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Customer service over the internet |
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The advantages of having an email helpdesk are discussed in this unit. |
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We hope they can close the sale. |
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Telemarketing |
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The difference between outbound and inbound telemarketing and the advantages to a company of receiving a lot inbound calls. |
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What is public relations? |
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The importance of public relations. |
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This unit deals with the importance of good public relations. A lot of people confuse PR and advertising. In this lesson, you will learn some of the differences. |
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Always proofread your work. |
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Tips for writing a news release. |
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In this lesson, you will receive some valuable tips on preparing a news release. Snappy headlines, plain English, no typo errors, all help to ensure your release will be accepted by a media editor. |
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We must minimize disruption. |
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Crisis management |
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The importance of preparing a business continuity plan in case of crisis. A quick response is essential in diffusing critical situations and minimizing financial damage. |
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We want to attract high caliber applicants. |
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How to attract and retain good quality staff. |
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In order to retain good staff you need to maintain high morale and increase staff motivation. Working incentives are one good way to achieve this goal. |
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