Source: www.aed.org
Topic: Customer Service
Sort Desciption: Through this customer service training seminar the project is aiming to .... This customer service-training manual will answer these questions and many ...
Content Inside: CUSTOMER SERVICE TRAINING Public Understanding and Participation CUSTOMER SERVICE TRAINING MANUAL Funded by: United States Agency for International Development (USAID) under Contract Number: LAG-I-00-98-00011-00 Task Order Number: 804 Principal Author: Brian McCotter AED Program Officer Academy for Educational Development 1825 Connecticut Avenue NW Washington DC 20009 September 2003 Customer Service is a requirement in todays business environment. CUSTOMER SERVICE TRAINING MANUAL DISCLAIMER This publication was made possible through financial support provided by the United States Agency for International Development (USAID) under Contract Number: LAG-I-00-98-00011-00 Task Order Number: 804. The views expressed herein are those of AED and do not necessarily reflect the views of USAID. Much of this work was developed by Mr. McCotter under a previous assignment for USAID throughPA Consulting (The Central Asia Natural Resources Management Program Contract No. 284-C-00-00- 00025-00 Task 12). Any other reproduction publication distribution or use of the material contained herein must include this acknowledgement as well as that of the current project and its prime contractor AED. CUSTOMER SERVICE TRAINING Public Understanding and Participation TABLE OF CONTENTS LIST OF ACRONYMS EXECUTIVE SUMMARY.1 1. CUSTOMER SERVICE BASICS.3 1.1. I NTRODUCTION TO C USTOMER S ERVICE .3 1.2. T HE T HREE K EY E LEMENTS .5 1.3. W HAT C USTOMER S ERVICE M EANS .6 1.4. C USTOMER S ERVICE Q UALITIES .7 1.5. T AKING AN H ONEST L OOK AT Y OUR C USTOMER S ERVICE .8 1.6. W HO ARE Y OUR C USTOMERS ?.13 2. SIMPLE ACTIONS HUGE RETURNS.15 2.1. N ON -V ERBAL C OMMUNICATION .15 2.2. T ONE OF V OICE .17 2.3. T ELEPHONE E TIQUETTE .19 2.4. F IRST I MPRESSIONS Y OU O NLY G ET O NE .22 2.5. T EN M AJOR D O S AND D ON TS OF C USTOMER S ERVICE .23 3. PRACTICE WHAT YOU PREACH DEALING WITH THE CUSTOMER.26 3.1. T HE C USTOMER S ERVICE C ASE S TUDY F IVE E AS ...
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