Customer Service Curriculum

ITIL 2011 Foundation includes topics:
Overview of the ITIL Service Lifecycle
ITIL Service Strategy Concepts
ITIL Service Strategy Processes
ITIL Service Design Concepts
ITIL Service Design Processes
ITIL Service Transition Concepts and Processes
ITIL Service Operation Concepts
ITIL Service Operation Processes
ITIL Continual Service Improvement
Essentials of Customer Service includes topics:
Rapport Building in Customer Service
Providing On-site Customer Service
Providing Telephone Customer Service
Providing Effective Internal Customer Service
Facing Confrontation in Customer Service
Designing a Customer Service Strategy
Aligning Performance to Key Indicators
The Angry Caller: What's Your Plan?
Customer Service Skills includes topics:
Interacting with Customers
Communicating Effectively with Customers
Controlling Conflict, Stress, and Time in a Customer Service Environment
Dealing with Customer Service Incidents and Complaints
Polishing Your Skills for Excellent Customer Service
Listening to Your Customers
Creating a Customer-focused Organization
Developing Your Customer Focus
ITIL 2011 Edition Intermediate Level: Operational Support & Analysis (OSA) includes topics:
ITIL 2011 Edition OSA: Introduction to Operational Support and Analysis
ITIL 2011 Edition OSA: Introduction to Event Management
ITIL 2011 Edition OSA: Introduction to Incident Management
ITIL 2011 Edition OSA: Incident Management Interactions
ITIL 2011 Edition OSA: Introduction to Request Fulfillment
ITIL 2011 Edition OSA: Request Fulfillment Process Interfaces and Challenges
ITIL 2011 Edition OSA: Introduction to Problem Management
ITIL 2011 Edition OSA: Problem Management Process Interfaces and Challenges
ITIL 2011 Edition OSA: Introduction to Access Management
ITIL 2011 Edition OSA: Introduction to the Service Desk
ITIL 2011 Edition OSA: Service Desk Metrics and Outsourcing
ITIL 2011 Edition OSA: Introduction to Functions
ITIL 2011 Edition OSA: Function Activities
ITIL 2011 Edition OSA: Technology and Implementation Considerations
ITIL Operational Support & Analysis
Inbound Call Center Management includes topics:
Converting a Call Center to a Profit Center
Managing Your Call Center More Efficiently
Customer Service Training - The Interview and Beyond
Disaster Recovery - Keeping the Lines Open
Preventing Agent Absenteeism through Better Working Conditions
Prioritizing Rewards and Recognition in Call Centers
Frontline Call Center Skills includes topics:
The Importance of Call Tracking and Ticketing
Creating an Effective On-hold Message
Aligning Agent Behaviors with Caller Types