Practical Tactics To Satisfy & Keep Customers whether Communicating In Person, Over The Telephone, In Email Or Chat.
You will define customer service and align your efforts with company commitments. You will practice delivering customer service by using effective communication skills, understanding the power of the telephone, understanding the needs of customers, using body language during in-person interactions, and dealing with challenging customer personalities and scenarios. You will learn to resolve customer issues quickly and with skill. Next, you will learn how to measure customer service effectiveness and learn to reinforce service excellence. Finally, you will gain competence and confidence in the essential workplace skills you need to perform your day-to-day responsibilities and achieve long-term career success
Whats Included?
Unit 1: Element One - A Customer Service Focus
Unit 2: Element Two – How Your Organization Sets Customer Service Expectations
Unit 3: Element Three - How Well Employees Deliver Customer Service
Unit 4: Communication Dynamics
Unit 5: Skillful Telephone Techniques
Unit 6: Customer Service in the Online World
Unit 7: Working with Customers
Unit 8: Dealing with Complaining Customers and Handling Objections
Unit 9: Handling Difficult Customer Situations
Unit 10: Element Four - How to Quickly and Accurately Solve Problems
Unit 11: Element Five -Measure What Matters
Unit 12: Element Six - Reinforcing Customer Service Excellence
Unit 13: Respecting Others and Embracing Diversity
Unit 14: Team work – Being a Team Player
Unit 15: Managing Conflict
Unit 16: Professional Ethics and Accountability
Unit 17: Productivity and Effectiveness – Organizing Your Work
Unit 18: Making the Transition to the Workplace