BSTCS - Excellence in Technical Customer Service

As a customer service representative, you are expectedto handle customer interactions in the best way possible. The expectationsof both your company and your customers hinge on your ability to provide theright service in the right way. In this course, you will explore the backgroundand techniques of customer interactions.

Providing quality customer care ensures that every singlecontact with your company is a positive experience. Customers can range fromexternal consumers to internal employees in other departments. Knowing howto provide the same level of service to all customers will enrich your timespent at work by establishing positive business relationships. Recognizingcrucial points throughout customer interactions increases your ability tosolve problems and offer affirmative solutions. Applying this knowledge totrends in service and consumer desires allows you to contribute to the company’sbottom line and make a customer’s life a little easier.

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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Prerequisites


To ensure your success, we recommend you have some level of work experience in anyof avariety of organizational settings, and general end-user computer and Internet skills.You may wish to take either of the following Logical Operation courses or haveequivalent knowledge:
  • Using Microsoft® Windows® 10
  • Microsoft® Office Word 2016: Part 1 (Desktop/Office 365™)

Detailed Class Syllabus


Lesson 1: Understanding Customer Service


Topic A: Describe Customer Service Benefits
Topic B: Recognize the Importance of Internal Customer Service
Topic C: Identify How Customer Service Benefits You
Topic D: Excel with Customer Service

Lesson 2: Identifying How Customers Define the Success of Your Company


Topic A: Recognize Trends in Customer Service
Topic B: Identify Criteria for Customer Satisfaction

Lesson 3: Increasing Customer Satisfaction


Topic A: Identify Characteristics of the Personal Touch
Topic B: Create Lasting Positive Impressions on Your Customers

Lesson 4: Providing Face-to-Face Customer Service


Topic A: Identify Categories of Face-to-Face Contact
Topic B: Understand the Critical Success Factors in Face-to-Face Customer Service
Topic C: Identify the Characteristics of Active Listening

Lesson 5: Providing Remote Customer Service


Topic A: Identify Remote Customer Service Communication Channels
Topic B: Apply Remote Customer Service Best Practices

Lesson 6: Engaging Difficult Customers


Topic A: Serve Difficult Customers
Topic B: Manage Angry Customers
Topic C: Deal with Difficult or Unhelpful Colleagues

Lesson 7: Increasing Customer Loyalty


Topic A: Optimize Moments of Truth
Topic B: Recognize the Value of Customer Complaints
Topic C: Identify the Stages of the Service Recovery Process