1 - Understanding Customer Service
Describe Customer Service Benefits Recognize the Importance of Internal Customer Service Identify How Customer Service Benefits You Excel with Customer Service
2 - Identifying How Customers Define the Success of Your Company
Recognize Trends in Customer Service Identify Criteria for Customer Satisfaction
3 - Increasing Customer Satisfaction
Identify Characteristics of the Personal Touch Create Lasting Positive Impressions on Your Customers
4 - Providing Face-to-Face Customer Service
Identify Categories of Face-to-Face Contact Understand the Critical Success Factors in Face-to-Face Customer Service Identify the Characteristics of Active Listening
5 - Providing Remote Customer Service
Identify Remote Customer Service Communication Channels Apply Remote Customer Service Best Practices
6 - Engaging Difficult Customers
Serve Difficult Customers Manage Angry Customers Deal with Difficult or Unhelpful Colleagues
7 - Increasing Customer Loyalty
Optimize Moments of Truth Recognize the Value of Customer Complaints Identify the Stages of the Service Recovery Process
Actual course outline may vary depending on offering center. Contact your sales representative for more information.
Who is it For?
This course is intended for customer service professionals with any level of experience who want to expand their knowledge, improve their skill set, and increase the understanding of customer benefits.
To ensure your success, we recommend you have some level of work experience in any of a variety of organizational settings, and general end-user computer and Internet skills.