Customer Service Excellence

Online Course: ID# 1004717
Price: $60.00
About This Course:
This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:
  • Frame of reference
  • Proper telephone skills
  • Handling everyday requests
Covered Topics
  • Defining Customer Service: This topic will provide the learner with information on the important aspects of customer service and handling the needs of customers
  • Communicating: This topic will introduce the learner to physical, non-verbal actions, spoken signals, oral replies, and closed and open questions
  • Frame of Reference: This topic will provide an overview of self-image, a personal vision statement, and the SPIRIT model to the learner
  • Improving Communication: This topic will provide an overview of empathy, dangerous misconceptions, roadblocks to effective communication, and eliminating barriers
  • Proper Telephone Skills: This topic will provide information on opening a telephone conversation, showing respect to customers, how to use a pleasant telephone voice, and successfully ending a telephone conversation
  • Handling Everyday Requests: This topic will provide an overview of warm transfers, correctly placing customers on hold, properly taking messages, and the importance of accuracy
  • Resolving Conflicts: This topic provides an overview of decreasing conflict, avoiding communication break-downs, and dealing with problem individuals
  • Identifying and Addressing Customer Problems: This topic provides tips to solve customers problems, sympathizing, expressing regret, and resolving problems swiftly
  • The Importance of Leadership: This topic provides information on leadership, the Situational Leadership Model, and styles of leadership
  • Engaging Employees: This topic provides information about cultivating potential, keys to becoming an effective manager, understanding employees, and defining the various types of employees found in the workplace
Seat Time: 2.5hrs
Customer Service Excellence
Price: $60.00
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