Overview
Overview
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As a customer service representative, you are expected to handle customer interactions in the best way possible. Meeting the expectations of both your company and your customers hinge on your ability to provide the right service in the right way. In this course, you will explore the background and techniques of customer interactions. Providing quality customer care ensures that every single contact with your company is a positive experience. Customers can range from external consumers to internal employees in other departments. Knowing how to provide the same level of service to all customers will enrich your time spent at work by establishing positive business relationships. Recognizing crucial points throughout customer interactions increases your ability to solve problems and offer affirmative solutions. Applying this knowledge to trends in service and consumer desires allows you to contribute to the company’s bottom line and make a customer’s life a little easier.
Prerequisites
A basic familiarity with the subject matter is helpful, but not required.
Course Outline
Course Outline
Lesson 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
Lesson 2: Identifying How Customers Define the Success of Your Company
- Recognize Trends in Customer Service
- Identify Criteria for Customer Satisfaction
Lesson 3: Increasing Customer Satisfaction
- Identify Characteristics of the Personal Touch
- Create Lasting Positive Impressions on Your Customers
Lesson 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
Lesson 5: Providing Remote Customer Service
- Identify Remote Customer Service Communication Channels
- Apply Remote Customer Service Best Practices
Lesson 6: Engaging Difficult Customers
- Serve Difficult Customers
- Manage Angry Customers
- Deal with Difficult or Unhelpful Colleagues
Lesson 7: Increasing Customer Loyalty
- Optimize Moments of Truth
- Recognize the Value of Customer Complaints
- Identify the Stages of the Service Recovery Process