Customer Service: The Basics and Beyond

How can the Core Dimensions positively affect customer contacts? Creates a model for dealing with customer issues, internally and externally, and allows participants to develop some standards around dealing with customer issues. Practice in listening and delivering empathy.

Course Outcomes/Results:

• Set a positive tone
• “Bridging the Gap”
• Recognize customer distress
• Respond effectively to customer distress
• Perceive objectively, both the technical issue and any problem
• Perceive what is meant rather than what is said
• Deliver high levels of the Core Dimensions
• Extract from customer contacts
• Utilize effective customer contact skills in person and via telephone

Take-away Tools:

1. Bridging the Gap
2. Perceiving Objectively
3. Attending
4. Listening for Content
5. Extracting