Course Overview
As a customer service representative, you are expected to handle customer interactions in the best way possible. 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
No prerequisites.
What You Will Learn
- 01Understanding Customer Service
- Describe Customer Service Benefits
- Recognize the Importance of Internal Customer Service
- Identify How Customer Service Benefits You
- Excel with Customer Service
- 02Identifying How Customers Define the Success of Your Company
- Recognize Trends in Customer Service
- Identify Criteria for Customer Satisfaction
- 03Increasing Customer Satisfaction
- Identify Characteristics of the Personal Touch
- Create Lasting Positive Impressions on Your Customers
- 04Providing 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
- 05Providing Remote Customer Service
- Identify Remote Customer Service Communication Channels
- Apply Remote Customer Service Best Practices
- 06Engaging Difficult Customers
- Serve Difficult Customers
- Manage Angry Customers
- Deal with Difficult or Unhelpful Colleagues
- 07Increasing Customer Loyalty
- Optimize Moments of Truth
- Recognize the Value of Customer Complaints
- Identify the Stages of the Service Recovery Process
Included With The Course
- Professional textbook (physical and digital)
- Unused copy of any files referenced throughout the textbook.
- Certificate of completion signed by the instructor.
Associated Certifications
Not applicable.
Frequently Asked Questions
We understand that you may have questions, and we’re here to help! Some of the most commonly asked questions about this course are covered below but if they don’t cover what you are looking for feel free to reach out to us through our contact page, and we’ll respond promptly to ensure you get the assistance you require. Your satisfaction is our priority, and we’re committed to making sure you have all the information necessary for a seamless experience.
No. This course is for users of all levels and focuses on what they call social engineering. Social engineering is the use of deception to manipulate individuals into divulging confidential or personal information that may be used for fraudulent purposes. It aims to inform users of technology-related risks and what they can do to protect themselves and their organization from these risks.