Table of Contents

Module One: Getting Started.

Module Two: Who We Are and What We Do.

Module Three: Establishing Your Attitude.

Module Four: Identifying and Addressing Customer Needs.

Module Five: Generating Return Business.

Module Six: In-Person Customer Service.

Module Seven: Giving Customer Service over the Phone.

Module Eight: Providing Electronic Customer Service.

Module Nine: Recovering Difficult Customers.

Module Ten: Understanding When to Escalate.

Module Eleven: Ten Things You Can Do to WOW Customers Every Time.

Module Twelve: Wrapping Up.

IAPPD CCSE Training materials includes

  • Instructor Guide
  • Training Manual
  • Power Point Slides
  • Icebreakers
  • Activities and Exercise Files
  • Quick Reference Sheets

 All files are in Microsoft Office format and can be easily customized.