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CSQ: Customer Service

The Essentials of Customer Service Communication

 

CSQ Certification Training
This program is designed for non-technical customer service representatives who are candidates for AFSMI's Customer Service Qualified (CSQ) certification. Getting to the Heart of Customer Service™ teaches your employees all the professional skills they need to be AFSMI certified and make a positive difference with customers, both internal and external.

 

Course content

Module 1: Showing Customers You Care

  • Developing a customer-focused attitude
  • Applying ethics and values to customer service
  • Building rapport with customers

 

Module 2: Using Language to Serve the Customer

  • Using positive language
  • Using language the customer can understand
  • Using transitions to move through the call

 

Module 3: Opening the Call

  • Opening the call
  • Transferring and putting the customer on hold
  • Making a good first impression

 

Module 4: Diagnosing Customer Needs

  • Questioning to determine customer needs
  • Honing your listening skills
  • Confirming your understanding

 

Module 5: Responding to Customer Requests

  • Fulfilling customer requests
  • Showing value
  • Handling requests you can’t fulfill

 

Module 6: Taming Challenging Calls

  • Maintaining your poise with challenging calls
  • Preventing challenges from escalating
  • Dealing with angry and upset customers

 

Module 7: Closing the Call

  • Confirming customer satisfaction
  • Telling the customer what to expect
  • Uncovering additional opportunities for service
  • Closing the call

 


To enroll now contact dferrer@afsmi.com

 

Click here to register for the Fall 2008 Sbusiness World Conference in Las Vegas