Customer Service

Overview

Learn to deliver exceptional customer service across all channels in this comprehensive 10-hour course. Define customer service for both internal and external customers while recognizing how your attitude directly impacts service quality. Identify and understand your customers' specific needs to create personalized experiences that generate repeat business. Master the fundamentals of building goodwill through face-to-face interactions, develop skills for providing outstanding phone-based customer support, and explore effective online customer engagement tools and strategies. Gain practical techniques for managing challenging customer situations and transforming difficult interactions into positive outcomes that strengthen customer relationships.

Syllabus

State what customer service means in relation to all your customers, both internal and external
Recognize how your attitude affects customer service
Identify your customers’ needs
Use outstanding customer service to generate return business
Build good will through in-person customer service
Provide outstanding customer service over the phone
Connect with customers through online tools
Deal with difficult customers