When you meet customers on their turf, your initial meeting forms the basis of 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. In this course, you'll learn about guidelines and techniques for each stage of an on-site customer service visit: preparation, arrival, service, wrap up, and follow up. You'll also learn how to make a good impression in the field by starting service visits on a positive note, setting clear expectations, listening actively, and working to improve your customer's understanding.
Face-to-face Customer Service
recall guidelines for preparing for an on-site customer service visit
identify actions to take when arriving at a customer's home and performing a customer service
specify rules for wrapping up an on-site customer service visit
recognize techniques for starting customer service visits on a positive note
identify examples of customer service pitfalls that can be avoided by setting clear expectations
recognize statements that reflect active listening
recall guidelines for increasing customer understanding
use techniques for ensuring effective and efficient on-site customer service
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.