• Online, Self-Paced
Course Description

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 customer relationships by improving the impressions you make in the field using a few tried-and-true techniques. In this course, you'll learn about guidelines and techniques for each stage of an on-site client service (CS) visit: preparation, arrival, service, wrap up, and follow up. You'll also learn how to project service excellence by making a good impression in the field, through starting on a positive note, setting clear expectations, listening actively, and working to improve customer understanding.

Learning Objectives

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

Framework Connections

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.

Feedback

If you would like to provide feedback for this course, please e-mail the NICCS SO at NICCS@hq.dhs.gov.