Customer Service

Table of Contents

Customer Bill Of Rights

1. 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

2. 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

3. Communication
· Telling Your Customer About Your Agency

4. Cyberspace - Star Trek Is Here
· Managing E-Mail
· E-Mail Etiquette

5. Dealing With Difficult People
· How to Handle Customer Complaints
· Swearers

6. You Must Remember This

Training Notes