21ST CENTURY BUSINESS-CUSTOMER SERV

The 21ST CENTURY BUSINESS SERIES is an innovative instructional program providing instructors with the greatest flexibility to deliver business content using a modular format. Instructors can create their own business courses by combining several Learner Guides in the Series to form one-semester or two-semester courses. The individual Learner Guides can also be used as enhancements to more traditional business courses or to tailor new courses to meet emerging needs. The design and content of each Learner Guide in the 21ST CENTURY BUSINESS SERIES is engaging yet easy for students to use. The content focuses on providing opportunities for applying 21st skills while enabling innovative learning methods that integrate the use of supportive technology and creative problem solving approaches in today's business world. The CUSTOMER SERVICE LEARNER GUIDE includes information on customer service skills needed to succeed such as problem solving, time management, listening, and stress management. Also incorporated into the Learner Guide is the importance of being able to communicate using new technology and how it affects the role of customer service.

1. Importance of Customer Service.
The Service Advantage. The Customer’s View. Customer Loyalty.

2. Customer Needs and Wants.
Identify Customers. Discover Customers’ Needs. Respond Effectively.

3. Interact with Customers.
Communicate Face-to-Face. Service by Telephone. Written Interaction.

4. Support Customer Service.
Develop a Partnership. Solve the Customer’s Problem. Exceed Expectations.

5. Handle Difficult Situations.
Soothe Upset Customers. Overcome Sales Resistance. Manage Stress.

6. Build Customer Relationships.
Provide Exceptional Service. Company Loyalty Efforts. Value of Teamwork.