Comprehensive Customer Service Training Course
Published 5/2024
MP4 | Video: h264, 1920x1080 | Audio: AAC, 44.1 KHz
Language: English
| Duration: 2h 12m
Empowering Excellence in Customer Care
What you'll learn
Develop enhanced communication skills to effectively address customer needs and concerns across diverse channels (phone, email, in-person).
Master strategies for de-escalating conflicts and turning challenging interactions into positive customer experiences.
Cultivate a customer-centric mindset, prioritizing empathy, understanding, and proactive problem-solving in service delivery.
Acquire techniques for generating repeat business and fostering long-term customer loyalty through effective follow-up and resolution strategies.
Requirements
Skills: Basic communication skills (written and verbal) Ability to navigate digital platforms (for electronic customer service module) Basic understanding of interpersonal dynamics Experience: No prior experience required, suitable for beginners and experienced professionals alike
Description
n today's interconnected world, every individual plays a role in customer service, whether they directly engage with clients or support them indirectly. This comprehensive course delves into the nuances of customer service, catering to diverse scenarios and stakeholders. From frontline employees to company owners, participants will enhance their service skills, ultimately enriching customer experiences and fortifying professional growth.Course Outline:Module One: Getting StartedIntroduction to Customer ServiceWorkshop ObjectivesAction PlansModule Two: Who We Are and What We DoUnderstanding Customers (Internal/External)Defining Customer ServiceIdentifying Customer Service ProvidersModule Three: Establishing Your AttitudeThe Importance of AttitudeAppearance and Its ImpactHarnessing the Power of a Positive OutlookModule Four: Identifying and Addressing Their NeedsUnderstanding Customer ProblemsThinking Creatively to Solve IssuesGoing Above and Beyond Basic ExpectationsModule Five: Generating Return BusinessFollowing Up with CustomersAddressing Complaints EffectivelyStrategies for Turning Difficult Customers into Loyal OnesModule Six: In-Person Customer ServiceHandling At-Your-Desk RequestsLeveraging Body Language for Effective CommunicationPros and Cons of In-Person InteractionModule Seven: Giving Customer Service over the PhoneTelephone Communication DynamicsTelephone EtiquetteTips and Tricks for Effective Phone SupportModule Eight: Providing Electronic Customer ServiceUnderstanding Electronic Communication PlatformsNetiquette GuidelinesBest Practices for Chat or Email SupportModule Nine: Recovering Difficult CustomersDe-escalation TechniquesEstablishing Common GroundKnowing When to Escalate IssuesModule Ten: Understanding When to EscalateManaging Extreme Customer BehaviorDealing with Legal and Physical ThreatsStrategies for Maintaining ProfessionalismModule Eleven: Ten Things You Can Do To WOW Every TimeExpert Insights and Tips for Exceptional ServiceWorkshop Discussion and Sharing of Best PracticesModule Twelve: Wrapping UpLessons LearnedCompletion of Action PlansFinal Thoughts and ReflectionsThis course is designed to equip participants with the skills and strategies needed to excel in customer service across various channels and situations. Through interactive sessions and practical exercises, individuals will learn how to exceed customer expectations, foster loyalty, and contribute positively to organizational success.
Overview
Section 1: Customer Excellence: Mastering Service Dynamics for Success
Lecture 1 Session 1: Modlues 1 & 2
Lecture 2 Session 2 - Module 3 & 4
Lecture 3 Session 3 - Module 5 & 6
Lecture 4 Session 4 - Module 7 & 8
Lecture 5 Session 5- Module 9 & 10
Lecture 0 Session 6- Module 11 & 12
Intended Learners: This course caters to a broad audience encompassing individuals from various professional backgrounds and experience levels. It is ideal for: Frontline customer service representatives seeking to refine their skills and enhance their effectiveness in serving customers across different channels. Managers and supervisors responsible for training and overseeing customer service teams, aiming to equip themselves with comprehensive knowledge to support their staff. Business owners and entrepreneurs looking to cultivate a customer-centric culture within their organizations and strengthen customer relationships. Professionals in non-customer-facing roles (e.g., accountants, administrators) who indirectly impact customer satisfaction and seek to understand their role in delivering exceptional service. Anyone interested in acquiring practical skills and strategies to excel in customer service, regardless of their current job role or industry.
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