How do you make a good impression when providing customer service in the field? When you meet customers on their turf, your initial meeting forms the basis for their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques, including being prepared, practicing customer recognition, and employing active listening so the customer feels reassured by your presence. To kick off your face-to-face service meeting, you should try to start on a positive note, clearly set the expectations for resolution time and scope, and help customers fully understand your products and services, as well as your intentions. This skill-building course takes your customer service proficiency up a notch toward excellent customer assistance. Materials designed to support blended learning activities aligned with this course are available from the Resources Page.
Course Overview The On-site Customer Service Roadmap - match each stage of the on-site customer assistance process with actions that can be carried out during that stage to provide good service Providing Customer Service On Site - recognize strategies to interact with customers and provide excellent customer service when at their location Practice: Customer Service in the Field - provide excellent customer service in the field in a given scenario
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.