Service Requests

It should be easy for customers to contact you for service, and for you to respond to the customers. This training module covers how to receive and respond to a service request. It also includes eight important guiding principles for excellent customer service. Use this training to teach your customer service team to understand the important basics of service requests.

First, this module defines a service request and reviews the different methods by which a customer can contact you. Learners can answer questions about their organization’s service request process by using the workbook along with the module. Areas for process improvement can also be discussed via the workbook. This module then reviews how to effectively take action on and close a service request. Lastly, team members learn the guiding principles for service requests.

When working with service requests, it’s important to listen to the customer, capture the inquiry, and respond to the customer in a timely, helpful way. Use this module to set your team up for success by preparing them to effectively assist customers.

   This course is in the Video On Demand format, to read about Video On Demand features click here.

Customer Service team members

• Introduction
• Receiving The Service Request
• Actioning The Service Request
• Guiding Principles
• Recap

• Let Them Know You're Listening
• Customer Service Tip - C.A.R.P. In 1 Minute
• Dealing With Know-It-All Customers In 1 Minute