– 1 Module Descriptors Introduction to Customer Service Learners will be introduced to the of customer service. At the same time, they will discover just who “our customers are” and develop an understanding of how customer service will enhance their employability and employment retention. Introduction to Through the Customer’s Eyes Learners will study how to use the one-of-a-kind, entertaining, and interactive Through the Customer’s Eyes program. They will examine the elements that prepare customer service professionals with core skills needed to identify and satisfy customers. Learners will discover the value of this professional certification and the importance it presents for employment. Why Customer Service Matters - Module 1 Learners will study the impact of customer service for lifetime value. They will also calculate the value of customer service in dollars, rate the benefits vs. cost of customer service, and gain knowledge of “customer loyalty”. This module will focus on the three categories of customers: (1) final or ultimate customers, (2) intermediate customers or distributors, and (3) internal customers or people who work for your organization. Customer service exercises will use simulations, role playing, and activities that require the learner to use the knowledge acquired during study of customer service. Learners will engage in “real life” customer service training opportunities. What Customers Want - Module 2 Learners will utilize skills and information to develop the following concepts: (1) delivering good service, (2) personal attention, and (3) promptness. Learners will utilize the core concepts of what the customers want and how to effectively provide them. Learners will develop the ability to anticipate customer needs and have the knowledge to answer customer questions or address their issues. Learners will discover the “productive trio”. Make it quick, make it easy, and make it enjoyable. This leads to customer satisfaction. Essential Customer Service Skills Part I - Module 3 Learners will develop the core skills to enhance customer relationships: (1) empowerment, (2) attitude, (3) listening, and (4) patience and persistence. are the first four essential customer service skills required to deliver the highest quality service. This module will help learners to develop the service attitude. Service attitude is a single-minded focus on helping customers. This can mean the difference between completely satisfied customers and unhappy customers. This module will help learners develop the skills involved with customer problems. Solving customer problems demands patience and persistence. An excellent customer service professional will have to go to great lengths to make a satisfied customer.
This page inserted to facilitate printing. This page inserted to facilitate printing. SPOKES Please make a copy and complete this checklist for use with new students/classes. Note: No forms are to be changed or altered in any way. Electronic forms or files are not acceptable as “official program files.” Hard copies of program files are the format used in SPOKES programs. Welcome Activity & Program Overview Program Purpose Available Services Program Components Physical Layout Class and Building Rules Rights and Responsibilities Code of Conduct and Dress Code Attendance/Class Closing Policy Sign-in Sheet Class Schedule/Holidays Observed Registration Forms SPOKES Student Profile Form (Key Information only completed by student; remainder completed by instructor) SPOKES Personal Attendance Contract WVAdultEd/SPOKES Authorization for Release of Information Media Release Form WVAdultEd Student Technology Acceptable Use Policy Acceptable Use Agreement (Technology and Internet) WVDHHR Participant Time Sheet Learning Needs/Barriers Screening Administer Student Barrier Identification questions