The eLearning Center for Gatlin Education Services

This series is designed to help users create and maintain good customer services. Concepts covered include defining company-wide customer service and standards, strategies for effective communication, and effective problem resolution. The series also provides an overview of creating a customer service department that useful tools for providing excellent customer service.

Defining Service
Time: 5.0 hour(s)
Summary:
This course explains the concept of company-wide customer service and standards.
Objectives:
* Define "customers" and "service".
* Gather repeat business.
* Get the entire company involved in good service.
* Create standards of customer service.
* Define a business''s customer segments.
Topics:
* Understanding "Customers" and "Service"
* Bringing the Customer Back
* Making the Mission a Priority
* Getting Everyone Involved
* Service from the Top Down
* Creating Service Standards
* Implementing Service Standards
* Customer Segments
* Segmenting Your Customers

Communicating
Time: 6.0 hour(s)
Summary:
This course presents strategies for understanding customer problems, resolving conflict, and writing effective correspondence, instructions, and manuals.
Objectives:
* Use the best words for getting the message across.
* Identify and speak to the customer's style of communication.
* Use questions to get more information about a problem.
* Handle conflict and angry customers.
* Write purposeful letters to customers.
* Write effective "bad news" letters.
* Write useful instructions and manuals.
Topics:
* Getting Your Message Across
* Using the Right Words
* Matching the Customer's Style
* Using Questions
* Dealing with Angry Customers
* Resolving Conflict
* Writing Letters to Customers
* Breaking Bad News in a Letter
* Giving Written Instructions
* Writing Helpful Manuals

Fixing Problems
Time: 4.0 hour(s)
Summary:
This course explains how to answer common questions, find customers' needs and problems, and resolve the root cause of those problems.
Objectives:
* Turn complaining customers into satisfied customers.
* Create answers to Frequently Asked Question.
* Answer internal questions.
* Find customer wants.
* Find the true sources of problems.
* Solve problems.
Topics:
* Using Complaints
* Frequently Asked Questions
* Answering Employee Questions
* Finding What Customers Want
* Using Surveys
* Finding (the Real) Problems
* Finding Solutions

Building a Department
Time: 4.0 hour(s)
Summary:
This course provides users with an overview of creating a Customer Service department and hiring talented customer service people.
Objectives:
* Create a customer service organization.
* Build teams.
* Hire the right personalities for customer service.
* Motivate customer service people.
* Educate and improve customer service people.
* Set up a good organizational environment.
* Equip customer service for international relations.
Topics:
* Forming a Customer Service Organization
* Building Teams
* Hiring Service Pros
* Motivating Service People
* Helping the Good Get Better
* Creating a Productive Environment
* Getting Help to Customer Service
* Good Service for Your Employees
* International Customer Service

Tools of the Trade
Time: 4.0 hour(s)
Summary:
This course explains the concept of company-wide customer service and standards.
Objectives:
* Choose a phone system for customer contact.
* Use voice mail and phone etiquette for customer interactions.
* Set up phone and fax lines.
* Use electronic mail.
* Help design a company information web site.
Topics:
* Talking to Customers
* Using the Phone
* Phone and Fax Lines
* Electronic Mail
* Communicating with Electronic Mail
* The Internet
* Presenting a Web Site