Customer Service Basic Training
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Course Curriculum
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1
1. Introduction to Customer Service - The key elements.
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Introduction to Customer Service
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2
2. Simple Actions
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Conversations Over the Telephone
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How to transfer the call using the phones in the office
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Respond to your business email quickly!
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First Impressions – You Only Get One
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Ten Major Do’s and Don’ts of Customer Service
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Practice what you preach - Dealing with the customer
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6 Ways to get an ANGRY customer to back down
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Tip: Communications with Customers
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3
3. eBay, Amazon and systems we use.
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eBay
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Amazon
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Amazon’s Appeal Process for suspended account
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Linnworks
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Urban Seller
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Feedback Best Practice and Procedure
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How to maintain daily your account and how to keep a top -seller status
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4
Clients and examples
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Umbra Rimorchi
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Towbar Presentation.ppt.pdf
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LFC.
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5
Internal Customer Service Policy
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Information we can give to the customer about us
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FAQ and most common situations
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Terminology we use
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How to raise an internal ticket when corrections are needed
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6
Assessment
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Customer Service Test
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About the instructor
Instructor Title
Lora Nenkova
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