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Training Information Technology Forsythes Group
Courses & Certifications Desktop Applications Technical Professional Development Frontline Management Frontline Management for Mines & Industry Coal Mining Competencies Certificate IV TAA Certificate IV TAA Update Diploma in Training & Assessment (TAA) Time Management Project Management Team Leadership Finance for Non-Finance Managers Business Writing Effective Presentations Conflict Resolution Advanced Interpersonal Communication Essential Skills for Secretaries & PAs Negotiating Skills Managerial Leadership How to Handle Difficult People Train Small Groups Fundamentals of Customer Service Need further information on Personal Development Courses? Click here Enrollment form Fundamentals of Customer Service Course start date: 22-Oct-2008 Duration: 2 Days Overview This course provides guidelines and best practices for providing excellent customer service that will enable frontline associates and service staff in back-up and support roles to build, maintain, and increase a loyal customer base. Course Outline Lesson 1: Understanding Customer Service Describe Customer Service Identify Customer Expectations Commit Yourself to Providing Excellent Customer Service Lesson 2: Focusing on the Customer Create a Positive First Impression Identify and Help Meet the Customer's Needs Create a Positive Last Impression Lesson 3: Handling Complaints Make it Easy for Customers to Complain Resolve the Problem Cope with Upset and Difficult Customers Lesson 4: Delivering Excellent Customer Service on the Telephone Answer the Telephone Project a Positive Image Using Your Voice Transfer Calls Take Meaningful Messages Lesson 5: Coping With Stress Describe Stress Take Preventive Measures Overcome Stress Forsythes IT & Training provides instructor led computer training on the Microsoft Office and Adobe range of applications. We service Newcastle, the Hunter Valley, Lake Macquarie and the Central and Northern Coasts of New South Wales (NSW) Australia. With our mobile training room we can provide a range of courses on-site at your premises.

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