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.
| Stupanj | Svi stupnjevi |
| Cijena | € 49,90 375,97 kn |
| Pristup | Neograničen |
| Jezik | engleski |
| Certifikat | Da, 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 |
| Stupanj | Svi stupnjevi |
| Cijena | € 49,90 375,97 kn |
| Pristup | Neograničen |
| Jezik | engleski |
| Certifikat | Da, PDF |
Donosimo licencirane edukacije koje koriste i neke od najvećih svjetskih kompanija, poput Polaroida, Hertza, Tupperwarea, Walmarta, Američke ratne mornarice i mnogih drugih.
Bez obzira na to plaćaš li svojim PayPal računom ili karticom, PayPal se brine da sva tvoja plaćanja budu sigurna.
Trebate ponudu?
Odabrani tečaj nije onaj pravi za tebe? Nema problema - uz jamstvo povrata novca u roku od 14 dana od dana kupnje.
Jamstvo povrata novca
