Course Catalogue Chart Learning Solutions 2024 - Catalog - Page 14
2024 Course Catalog
Customer Service Cycle-Management©
Our service cycle-management curriculum focuses on customer-facing skills and behaviors
needed when working with internal and external customers, clients, and prospects.
1. FIRST IMPRESSIONS
5. PROBLEM-SOLVING
Greeting/Introductions
Early Problem Recognition
Customer Courtesy
Four Stages of Creative Problem-Solving
Professional Image/Clothing
Defining Problems Accurately
Word Choices
Confident Decision Making
Telephone Skills
Crisis Resolution
2. BUILDING RAPPORT
6. DIFFICULT SITUATIONS
Business Etiquette/Customer Care
Calming Upset/Irate Customers
Instant Rapport
Difficult Customers
Building Trust and Respect
Call Escalation
Confidence in any Situation
Handling Complaints
Building Positive Relationships
Delivering Bad News
3. QUESTIONING
Information Gathering
Pinpointing Needs
Self-Service Questions
7. FOLLOW-THROUGH
Upselling Opportunities
and Satisfaction Surveys
Keeping Customers for Life
Open-Ended Questions
Controlling the Conversation
8. PROJECT MANAGEMENT
Introduction to Project Management
4. LISTENING
Project Definition
Authentic Listening
Project Planning
Increasing Concentration
Project Implementation
Developing Curiosity
Project Closure
Improving Clarity
Critical Listening
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