Customer Service
Guidelines
For
WV BEP
Title Page
Table of Contents
Menu
CONTENTS
Customer Bill Of Rights
What Is Customer Service?
---- Who Are Your Customers?
---- Why Bother? We Are A State Agency
---- What Is A Satisfied Customer?
---- Cause And Effect Of Customer Service
Getting Off To A Good Start
---- First Contact: The Front Line - It May Be Up To You
---- Telephone Etiquette
---- Putting A Customer On Hold
---- Transferring Calls
---- Taking Messages
---- Voice Mail
---- Tone Of Voice When Voice Is All You've Got
---- Body Language
Communication
---- Telling Your Customer About Your Agency
Cyberspace - Star Trek Is Here
---- Managing E-Mail
---- E-Mail Etiquette
Dealing With Difficult People
---- How to Handle Customer Complaints
---- Swearers
You Must Remember This
Training Notes
