The Program

• 1
  • Customer service success-general overview
  • Customer care job descriptions
  • Fact about customer service
• 2
  • Face to face with customers
  • A company visit
  • Meeting do´s and don´ts
  • At a trade fair
  • The invisible customer
• 3
  • Dealing with customers on the phone
  • What the customer really hears
  • General telephoning
  • The customer care phone call
• 4
  • Call centre success
  • Customer- centered call centers
  • Hotline (troubleshooting)
• 5
  • Customer care through writing-letters and email
  • Formal and informal styles
  • Analysing case studies of customer service
• 6
  • Dealing with complaints and problems- strategies
  • The letter of apology
  • Company policies
  • Some opinions related to complaints and apologies