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.
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.
Excellent presentation skills, subject matter knowledge, and command of the environment.
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
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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. You may wish to take either of the following Logical Operation courses or have equivalent 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