Duration
1 Days
6 CPD hours
This course is intended for
This course is intended for customer service professionals with any level of
experience who want to expand their knowledge, improve their skill set, and
increase the understanding of customer benefits.
Overview
In this course, you will explore the background and techniques of customer
interactions. You will: ?Describe the benefits of customer service, identify
internal customers, identify the benefits to you of giving good customer
service, and identify how you can help your company to excel. ?Identify the
major trends in customer service today and the combination of criteria required
for customer satisfaction. ?Identify the benefits of bringing respect, emotional
support, and a personal touch to customer interactions, and apply the personal
touch to customer interactions. ?Identify the six categories of face-to-face
communication, the critical success factors in face-to-face communication, and
the benefits of actively listening to your customers. ?Identify remote customer
service communication channels and apply remote customer service best practices.
?Identify guidelines for handling unreasonable customers, explore ways to handle
angry customers, and identify guidelines for handling unhelpful colleagues.
?Take action to increase the loyalty of the customers you serve. You will also
identify guidelines for dealing with moments of truth, identify the benefits of
customer complaints, identify the steps in the service recovery process, and
analyze the moments of truth in a real-life situation.
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.
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
2 - IDENTIFYING HOW CUSTOMERS DEFINE THE SUCCESS OF YOUR COMPANY
* Recognize Trends in Customer Service
* Identify Criteria for Customer Satisfaction
3 - INCREASING CUSTOMER SATISFACTION
* Identify Characteristics of the Personal Touch
* Create Lasting Positive Impressions on Your Customers
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
5 - PROVIDING REMOTE CUSTOMER SERVICE
* Identify Remote Customer Service Communication Channels
* Apply Remote Customer Service Best Practices
6 - ENGAGING DIFFICULT CUSTOMERS
* Serve Difficult Customers
* Manage Angry Customers
* Deal with Difficult or Unhelpful Colleagues
7 - INCREASING CUSTOMER LOYALTY
* Optimize Moments of Truth
* Recognize the Value of Customer Complaints
* Identify the Stages of the Service Recovery Process