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Basic Face-to-Face Skills

This course provides guidelines and best practices enabling participants to work face to face with customers, and present an image that reflects confidence, credibility, and capability.

Course Goals

  • Describe how face to face customer service is different.
  • Properly greet customers and represent your business.
  • Answering questions professionally and thoroughly.
  • Handling upset customers.

Learning Outcomes

Customer Service Face-to-Face
  • Describe how face-to-face customer is different
  • Explain the difference between verbal and non-verbal communication and body language.
  • Explain effective listening.
  • Demonstrate how body language affects communication.
  • Describe how to greet customers properly.
Answer questions professionally and thoroughly
  • Demonstrate how to respond to tough customer questions when providing customer support.
Handle Upset Customers
  • Describe the benefits of an upset customer.
  • Explain the 5 Step Service Recovery Strategy.
  • Explain things you should and shouldn’t do with an upset customer.

Business & Community Education

Corporate & Business Solutions

Buchanan Hall 122
319-296-4223
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