Introduction to Customer Service

• Understand that there are many work opportunities in customer service.
• Identify some of the types of businesses in which customer service employment
  is available.
• Describe the expected work requirements in customer service.
• Describe the typical responsibilities of customer service employees.
• Understand the importance of open communication and working as a team
  member.

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Getting to Know Your Company and Products

• Understand the importance of learning about products and services.
• Describe how an employee can learn about their businesses products and
  services.
• Understand the relationship between learning about your company and the ability
  to demonstrate a product or service for a customer.
• Describe the importance of studying competitors’ products or services.
• Familiarize yourself with pricing policies and strategies.

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Working with Customers

• Identify the main responsibilities for working with customers.
• Demonstrate techniques for educating a customer about products.
• Assist a customer in locating an item that is not available.
• Discuss how to approach a pricing discussion.
• Demonstrate action steps to take if an accident occurs at work.

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Communicating with Your Customers

• Understand the importance of a good introduction.
• Demonstrate a professional face-to-face introduction.
• Discuss good practices for talking with customers on the phone.
• Identify techniques that promote good listening.
• Discuss the right type of questions to ask to understand a customers problems.

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Solving Problems for Customers

• Identify the common problems that may occur when talking with customers.
• Understand when you should solve problems yourself or defer the problem to a supervisor.
• Discuss techniques for communicating clearly with customers.
• Discuss the use of outside resources to help meet customer needs.

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Dealing with Difficult Customers

• Identify the reasons why a customer may be difficult.
• Discuss techniques for keeping yourself calm when working with difficult customers.
• Demonstrate action steps for responding to difficult customers.
• Identify the types of questions that can be asked to better understand a problem.

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Working with Multiple Customers

• Identify three rules for helping customers in any setting.
• Demonstrate how to interact with more than one customer at a time.
• Discuss how to handle multiple customers in a check-out line.
• Demonstrate how to help multiple customers out in the store.

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Providing Service to Customers with Disabilities

• Discuss the process of building customer relations.
• Understand the importance of informing a customer about service policies.
• Identify techniques for coordinating services to expedite delivery of service or products.
• Demonstrate an ability to assess a customer’s satisfaction with a product.

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Using Math at Work

• Identify some of the common math problems you may encounter in customer service.
• Demonstrate the process of calculating discounts.
• Demonstrate the process of calculating taxes.
• Interpret written information as it applies to a math problem.

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Providing Customer Support

• Discuss the process of building customer relations.
• Understand the importance of informing a customer about service or products.
• Identify techniques for coordinating services to expedite delivery of service or products.
• Demonstrate an ability to assess a customer’s satisfaction with a product.

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