Goal: Iowa Vocational Rehabilitation Services job candidates will learn the importance of customer service and become comfortable talking to and interacting with customers.
Objective: Iowa Vocational Rehabilitation Services job candidates will learn how to greet customers, handle questions, offer assistance to customers and handle phone calls.
Intended Audience: This curriculum should prepare participants for work with our business partners who require customer service skills. Sessions are available to any IVRS connected person ages 14-22.
Monday - Friday
10:00AM - 11:00AM
Participants MUST attend each session for certification.
Session 1: Intro to Customer Service
Session 2: Why is Customer Service Important?
Session 3: First Impressions
Session 4: Proper Communication
Session 5: Empathy
Session 6: Customer Questions
Session 7: Forbidden Phrases
Session 8: Dealing with Upset Customers
Session 9: Telephone Etiquette
Session 10: Wrap Up and 10 Tips