Global
The primary purpose of every business is to effectively meet the needs of their customers so they will return repeatedly.
This implies that organizations must know who their customers are, what their needs are, and how to make them completely satisfied.
However, while many organizations promise to deliver an incredible customer experience to completely satisfy customers, some are better at delivering than others.
This course is designed around six critical elements of customer service that, when the organization lives them, bring customers back to experience service that outdoes the competition.
And considering the impact of internal service quality on the service the customer ultimately receives, it’s important that every employee, regardless of their primary role, possesses good customer service skills.
Very rich in content, interactive, and conveniently delivered, this course offers a blend of all the key skills required by employees to deliver excellent customer service.
Course Objectives
After completing this course, participants will be able to:
Course Content Details:
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: Who Are Your Customers?
Session 4: Meeting Expectations
Session 5: Pre-Assignment Review
Session 6: Setting Goals
Session 7: The Second Critical Element – Defined in Your Organization
Session 8: The Third Critical Element – Given Life by the Employees
Session 9: Communication Skills
Session 10: Telephone Techniques
Session 11: Dealing With Difficult Customers
Session 12: Dealing With Challenges Assertively
Session 13: Dealing With Difficult People
Session 14: The Fourth Critical Element – Be a Problem Solver
Session 15: Seven Steps to Customer Problem Solving
Session 16: The Fifth Critical Element – Measure It
Session 17: The Sixth Critical Element – Reinforce It
Session 18: Dealing With Stress
Session 19: A Personal Action Plan
Post-Course Assessment
Certificate
To enroll, simply use any of the following options below:
The primary purpose of every business is to effectively meet the needs of their customers so they will return repeatedly.
This implies that organizations must know who their customers are, what their needs are, and how to make them completely satisfied.
However, while many organizations promise to deliver an incredible customer experience to completely satisfy customers, some are better at delivering than others.
This course is designed around six critical elements of customer service that, when the organization lives them, bring customers back to experience service that outdoes the competition.
And considering the impact of internal service quality on the service the customer ultimately receives, it’s important that every employee, regardless of their primary role, possesses good customer service skills.
Very rich in content, interactive, and conveniently delivered, this course offers a blend of all the key skills required by employees to deliver excellent customer service.
Course Objectives
After completing this course, participants will be able to:
Course Content Details:
Session 1: Course Overview
Session 2: What is Customer Service?
Session 3: Who Are Your Customers?
Session 4: Meeting Expectations
Session 5: Pre-Assignment Review
Session 6: Setting Goals
Session 7: The Second Critical Element – Defined in Your Organization
Session 8: The Third Critical Element – Given Life by the Employees
Session 9: Communication Skills
Session 10: Telephone Techniques
Session 11: Dealing With Difficult Customers
Session 12: Dealing With Challenges Assertively
Session 13: Dealing With Difficult People
Session 14: The Fourth Critical Element – Be a Problem Solver
Session 15: Seven Steps to Customer Problem Solving
Session 16: The Fifth Critical Element – Measure It
Session 17: The Sixth Critical Element – Reinforce It
Session 18: Dealing With Stress
Session 19: A Personal Action Plan
Post-Course Assessment
Certificate
To enroll, simply use any of the following options below:
