Customer Service

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.

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
CertificateYes, PDF

Syllabus

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

Basic information

LevelAll levels
Price€ 49.90   € 39.90
Access365 days
LanguageEnglish
Audio lessonsNo
CertificateYes, PDF

Customer information

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Order summary

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Customer Service39.90
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This course is included in:

Customer Care Specialist Diploma
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