Customer Service
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the front lines of a company, serving the people who buy your products. Perhaps you’re an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you’re a company owner, serving your staff and your customers.
The Customer Service course will look at all types of customers and how we can serve them better and improve ourselves in the process.
Complete this Customer Service Skills short course, and discover how to:
- Define customer service means in relation to all your customers, both internal and external
- Recognize how your attitude affects customer service
- Identify your customers’ needs
Customer Service Tactics and Techniques
You will gain dozens of essential Customer Service Skills and strategies including:
- Establishing Your Attitude
- Identifying and Addressing Customers needs
- Generating Return Business
- Turning Difficult Customers Around
- Using Body Language to Your Advantage
- In-Person Customer Service
- Giving Customer Service over the Phone
- Providing Electronic Customer Service
- Recovering Difficult Customers
- Ten Things You Can Do To WOW Every Time
So, why delay. Register now, gain instant access to your short course online and start straight away…
Who Should Complete this course
Customer Service Skills is designed to benefit everyone in a working situation. Supervisors and Managers should definitely develop these skills.
Course delivery method: – This short course can be done as an Online Tutorial or 1-day Corporate workshop
This Course is just 1 of the 43 in our ‘Skills, Strategies and Solutions Series’ of:
- Online Tutorials
- Corporate Training Programs – Soft Skills Collection
Here’s what you’ll receive:
- Course
- Training manual
- Quick Reference Sheet – helpful ints, tips and templates
So, Register NOW, gain instant access and start straight away…
How to register get started straight away:
Click ‘Enrol Now’ and follow the prompts. Your course materials will be emailed to you.
Customer Service Course Outline:
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Who We Are and What We Do
- Who Are Customers? (internal/external)
- What is Customer Service?
- Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
- Appearance Counts! (even if not in person)
- The Power of a Smile
- Staying Energized
- Staying Positive
Module Four: Identifying and Addressing Their Needs
- Understanding the Customer’s Problem
- Staying Outside the Box (not jumping to conclusions)
- Meeting Basic Needs
- Going the Extra Mile
Module Five: Generating Return Business
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
Module Six: In-Person Customer Service
- Dealing With At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Communication
- Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
Module Eight: Providing Electronic Customer Service
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Examples: Chat or e-mail
Module Nine: Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Module Ten: Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
Module Eleven: Ten Things You Can Do To WOW Every Time
- Ten Tips
Module Twelve: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
To gain a further understanding of what is involved with Customer Service, view here.
Start Now – gain instant access to your course!
1. Click the ‘Add to Cart’ or ‘Enrol Now’ button and your course will be added to the shopping cart.
2. You can add other courses by clicking ‘Continue Shopping’.
3. When you have finished shopping, complete the ‘Billing Information’ section and click ‘Checkout’.
4. You will be redirected to Paypal, where you can complete the payment process. Paypal (accepts credit card or your Paypal account). You will receive an order invoice in your email inbox.
5. Check your inbox for an email titled ‘customer Service short course download’. Your email will have a link for you to download all your materials. If you do not receive your email, contact us at info@globaltraining.edu.au
6. Enjoy you tutorial and we trust that you will gain new skills and knowledge.
Start today!
