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Foundations of Customer Service (FCS240)

Session 1 – Welcome & Introduction

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Welcome

• Introductions

 – Why are you here

• !evie" course outline

 – #ein$ successful in this course

• %our customer service story

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Course round !ules

• Share your e'eriences

• Comment at any time

•  s* +uestions

• Respect others,

• - and a.ove all -/       F 3 

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Course 5utline

Week Topic

1  The Customer Service Profession  

2 Contributing to the Service Culture

Creating remarkable service

3 Verbal Communication / Telephone Skills Assignment

I4 Nonverbal Communication Skills  

5 Listening to the Customer

Social media and other channels

Assignment

II6 Customer Service and Behaviour  

7 Mid-Term Exam Mid-Term

!t"d# Week   

$ Service Breakdown and Service ecover!

Complaint management

1% Customer Service in a "iverse #orld Teamwork $ diversit!

AssignmentIII

11 Customer Service via Technolog!  

12 %oments of truth  

13 &ncouraging Customer Lo!alt!

Leading customer'focused organi(ations

14 )ssignment *V presentations /

AssignmentI&

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valuation & 6e't.oo*

Component Weight

Four (4) Assignments 50%

Midterm 20%

Final Exam 30%

Customer Service7 S*ills for Success!o.ert W/ 8ucas

9th dition, :cra";ill ducation

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Cheatin$ and in$

soft"are tools and third arty services/

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Foundation of Customer Service

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@iscussion

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Customer Service

• mloyeeAs a.ility to deliver roducts and services to internal and

e'ternal customers

 – Satisfyin$ their needs and resultin$ in ositive "ord;of;mouth u.licity

and return .usiness

• Service industry7 #usinesses and or$ani>ations en$a$ed rimarily

in service delivery

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Fi$ure 1/1 ; Customer;Focused 5r$ani>ations

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ro"th of Customer Service

•

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Fi$ure 1/2 ; From