Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
This course will look at all types of customers and how we can serve them better and improve ourselves in the process.
| Level | All levels |
| Price | € 49.90 € 39.90 |
| Access | 365 days |
| Language | English |
| Audio lessons | No |
| Certificate | Yes, PDF |
| Module One: Getting Started |
| Introduction |
| Course Objectives |
| Pre-Assignment |
| Module Two: Who We Are and What We Do |
| Who Are Customers? |
| What Is Customer Service? |
| Who Are Customer Service Providers? |
| Case Study |
| Module Two: Review Questions |
| Module Three: Establishing Your Attitude |
| Appearance Counts! |
| The Power of a Smile |
| Staying Energized |
| Staying Positive |
| Case Study |
| Module Three: Review Questions |
| Module Four: Identifying and Addressing Customer Needs |
| Understanding the Customer’s Situation |
| Staying Outside the Box |
| Meeting Basic Needs |
| Going the Extra Mile |
| Case Study |
| Module Four: Review Questions |
| Module Five: Generating Return Business |
| Following Up |
| Addressing Complaints |
| Turning Difficult Customers Around |
| Case Study |
| Module Five: Review Questions |
| Module Six: In-Person Customer Service |
| Dealing with At-Your-Desk Requests |
| The Advantages and Disadvantages of In-Person Customer Service |
| Using Body Language to Your Advantage |
| Case Study |
| Module Six: Review Questions |
| Module Seven: Giving Customer Service over the Phone |
| The Advantages and Disadvantages of Telephone Communication |
| Telephone Etiquette |
| Tips and Tricks |
| Case Study |
| Module Seven: Review Questions |
| Module Eight: Providing Electronic Customer Service |
| The Advantages and Disadvantages of Electronic Communication |
| Understanding Netiquette |
| Tips and Tricks |
| Eliminate Electronic Ping Pong |
| Case Study |
| Module Eight: Review Questions |
| Module Nine: Recovering Difficult Customers |
| De-Escalating Anger |
| Establishing Common Ground |
| Setting Your Limits |
| Managing Your Own Emotions |
| Case Study |
| Module Nine: Review Questions |
| Module Ten: Understanding When to Escalate |
| Dealing with Vulgarity |
| Coping with Insults |
| Dealing with Legal and Physical Threats |
| Case Study |
| Module Ten: Review Questions |
| Module Eleven: Ten Things You Can Do to WOW Customers Every Time |
| Ten Tips |
| Case Study |
| Module Eleven: Review Questions |
| Module Twelve: Wrapping Up |
| Wrapping Up |
| How to get your Diploma |
| Action Plan |
| Level | All levels |
| Price | € 49.90 € 39.90 |
| Access | 365 days |
| Language | English |
| Audio lessons | No |
| Certificate | Yes, PDF |
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