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Course overview
Each and every one of us serves customers, whether we realize it or not. Maybe you’re on the frontlines 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.
What will i learn?
- 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
Curriculum for this course
54 Lessons
03:52:00 Hours
Who We Are and What We do
5 Lessons
00:20:00 Hours
-
Who We Are and What We Do
.
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Who Are Customers?
.
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What Is Customer Service?
.
-
Who Are Customer Service Providers?
.
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Formative Assessment
0:20:00
Establishing Your Attitude
6 Lessons
00:20:00 Hours
-
Establishing Your Attitude
.
-
Appearance Counts!
.
-
The Power of a Smile
.
-
Staying Energized
.
-
Staying Positive
.
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Formative Assessment
0:20:00
Identifying and Addressing Customer Needs
6 Lessons
00:12:00 Hours
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Identifying and Addressing Customer Needs
.
-
Understanding the Customer's Situation
.
-
Staying Outside the Box
.
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Meeting Basic Needs
.
-
Going the Extra Mile
.
-
Formative Assessment
0:12:00
Generating Returning Business
5 Lessons
00:20:00 Hours
-
Generating Return Business
.
-
Following Up
.
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Addressing Complaints
.
-
Turning Difficult Customers Around
.
-
Formative Assessment
0:20:00
In-Person Customer Service
5 Lessons
00:20:00 Hours
-
In-Person Customer Service
.
-
Dealing With At-Your-Desk Request
.
-
The Advantages and Disadvantages of In-Person Customer Service
.
-
Using Body Language to Your Advantage
.
-
Formative Assessment
0:20:00
Giving Customer Service Over the Phone
5 Lessons
00:20:00 Hours
-
Giving Customer Service Ove the Phone
.
-
The Advantages and Disadvantages of Telephone Communication
.
-
Telephone Etiquette
.
-
Tips and Tricks
.
-
Formative Assessment
0:20:00
Providing Electronic Customer Service
7 Lessons
00:20:00 Hours
-
Providing Electronic Customer Service
.
-
The Advantages and Disadvantages of Electronic Communication
.
-
Understanding Netiquette
.
-
Tips and Tricks
.
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Eliminate Electronic Ping Pong
.
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Eliminate Electronic Ping Pong
.
-
Formative Assessment
0:20:00
Recovering Difficult Customers
6 Lessons
00:20:00 Hours
-
Recovering Difficult Customers
.
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De-Escalating Anger
.
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Establishing Common Ground
.
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Setting Your Limits
.
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Managing Your Own Emotions
.
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Formative Assessment
0:20:00
Understanding When to Escalate
5 Lessons
00:20:00 Hours
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Understanding When to Escalate
.
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Dealing With Vulgarity
.
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Coping with Insults
.
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Dealing with Legal and Physical Threats
.
-
Formative Assessment
0:20:00
Ten Things You Can Do to WOW Customer Everytime
3 Lessons
00:20:00 Hours
-
Ten Things You Can Do to WOW Customers Everytime
.
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Ten Tips
.
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Formative Assessment
0:20:00
Summative Assessment
1 Lessons
00:40:00 Hours
-
Summative Assessment
0:40:00
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