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. This training module covers how to successfully receive and action a service request.

This module defines a service request and reviews the different methods by which a customer can contact you. The module continues by discussing how to properly action a service request and when a case should be closed. Lastly, the guiding principles for customer service requests are listed. Learners have the opportunity to 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.

It should be easy for customers to contact you for service, and for you to respond to the customers. Present this course to help your team understand the important basics of service requests and how to help keep customers happy.

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

Customer Service workers

• 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