Basic Communication for Customer Service

 

About This Class

While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition. 

 

 

Takeaways

Upon successful completion of the training in each level the student/participant will be able to have a working understanding of the following: 

  • What is Customer Service?  
  • Who Are Your Customers?  
  • Meeting Expectations  
  • Setting Goals and Targets  
  • Communication Skills  
  • Telephone Techniques  
  • Dealing with Difficult Callers  
  • Dealing with Challenges Assertively  
  • Dealing with Difficult People  
  • Dealing with Conflict  
  • Seven Steps to Customer Problem Solving  
  • Dealing with Stress  

Preparation 

  • Pre and post assessment for all classes and students taking part in this program. 
  • Assessment scores from the TABE, Best Literacy, Customer Service Inventory and the NJCCC PC Skills assessment instruments will be compiled. 
  • Understand, read and write English language 
  • Have basic computer knowledge  
  • Basic knowledge of video conference platforms
  • Internet connection
  • Laptop, Personal Computer, notebook 

 

Contact Information

Continuing Education and Workforce Development
161 Newkirk Street, Suite E504
Jersey City, NJ 07306
(201) 360-5327